I personally have not had to exchange anything in quite a long time with Games Workshop, even with the finecast models I have gotten over the last year or so. I think my last item was back in 5th edition, and that was a Hellhound box that was missing a part. Of course GW just asked me a few questions, and sent another box. Crazy.


I have always over the many years of buying Games Workshop products thought their customer service was second to none. Almost to the point of being over the top.

This email suggests a new return policy, that really doesnt do much more except require receipts. I am one that is often bad in this area, but I figured that if this was indeed the case, it was important for readers who are as bad with receipts as I am, to know that they should be keeping them.

via a reader here on Faeit 212
Next, wanted to mention something i'm not sure you've heard of, or quite how recent this is, but, the last couple of times I've been into a Games Workshop in the UK i have been informed of a recent change in policy for returns.

It used to be that if it was shrink-wrapped and still an item on the Games Workshop inventory list you could return it no questions asked. The last couple of times i have been told i also need the receipt and that i need to return the product to the shop i bought it from. I have been told in two separate shops that this reflects a recent Games Workshop policy change on returns. Not sure you've hear of this or if this is the same in the US.

Although you could argue all this means is that you need to keep your receipt, having to keep one and return items to the same shop is going to be irritating, and i think overall this policy change will make me a little more cautious in spending.

28 Comments:

  1. ebay everyone ebay douchebags ...

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  2. This has been in place for at least 9 months as that is when I first came across it in the UK, not sure when it was first put in place though.
    To add to this, I was also told at the time that as well as needing a receipt, it would have to be bought within the past 3 months or so too. I don't know if that is part of the overall policy if it just applies to that store in particular as I do know they have some self governing powers to a degree.

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  3. Tbh I'm surprised that it wasn't introduced years ago buy 80 quid's worth of models on the Internet an return it in store for 120 quid even if its store credit its still worth the effort

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  4. If true it's perfectly fair and reasonable to expect proof of purchase when returning an item and is pretty standard business procedure, to be honest it's surprising that wasn't already the case.
    Also doesn't necessarily mean it's the same for other countries of course.

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    1. But having to return it to the same store it was purchased at? That means that if a family member decides to purchase one for you for say, Xmas, and you receive it in the mail from said family member because a they live 4,000 km from you, that you're SOL because you can't go to the same store. Sounds a little daft to me. I agree with the receipt, but it's a little dumb to be expecting you to take it back to the same store.

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    2. How is it any different from any other company?

      As long its the same network (for example, GW's actual shops, or the same set of hobby shops) it will probably transfer just fine, but you can't possibly expect to buy something from one shop, then get another shop to handle any issues. I worked in retail, I had people complain to us about things they "bought" from us and demand refunds/that we fix it, and these people didn't even always buy anything from us ever, or the thing in question was never in our stock to begin with.

      People are douches, and the only way someone can have issues against this "new policy" is if they abused the old "no questions asked" to get free stuff.
      Heck, I know people who got extra things set to them for free without ever showing the slightest proof that there is a flaw in the product, or that they bought one to begin with!

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    3. Actually, most major retailers do not require a receipt to exchange goods if it has a tag on it or a store ticket price tag, only if you want a refund. As far as defective merchandise and an exchange, that I am not really sure about and probably varies from store to store and depends on who manufactured the item.

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    4. check your consumer rights people, they differ from country to country and not all of them require a recpiet

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    5. In my personal experience retailers of all stripes require receipts to validate purchases as part of their return policy. GW is often guilty of alienating their customers in the name of "fiscal responsibility" but this strikes me a reasonable practice.

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    6. I'd suppose its to stop things like this little gem from my memory happening! A about 4 ish years ago back when you got necron destroyers in single boxes a lad bought about 6 of them at a discount from an Newsagents down the road from my local GW, He came into the store and tried to return them so he could pick up a few more expensive models instead.

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  5. Makes perfect sense, and IMO its they way it should be. Honestly with net discounters I'm surprised they didn't do it before.

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  6. I'm surprised they didn't always do this, I thought all retailers did! Seems more than fair so their reputation for great customer service shall remain untarnished to me.

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  8. Sounds reasonable for the most part, but I can see this being an issue with some people. For instance, we've got a new(ish) guy that sometimes covers our local GW store who toes the company line pretty hard and will occasionally argue the merit of a return bought in the store (poor quality Finecast, for instance). Personally, my stance is that GW touts/prices their products as the Lamborghini if tabletop hobbying, so I'll not let them fail me in that boast, regardless of how many models they need to replace.

    The regular store manager is awesome, though. He gets it.

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  9. It's been this way in Australia since the beginning. Plus the recent dual kits sometimes needing only 2 pieces to make a 2nd model justifies it. But all in all if you bought it online your receipt is online and if you bought it from your usual store the manager should know you bought it from them, so no big problem. This system, as with all systems, can still be abused. No way of stopping it completely.

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    1. From Brisbane here. In the 10+ years I've been collecting, I have never had to show a receipt. The first combat squad box I bought in 3rd edition was missing back packs. Told the red shirt at the store (this is back when it was the only GW in the state), and he gave me a sprue of space marine back backs.
      A few years back when I decided to start working on a box of damned legionnaires I had sitting around for a long time, I found it was missing a piece or two, and had multiples of others that shouldn't have been there. I showed the store manager, and he was able to fix the problem.
      Last Christmas, my brother received an extra copy of Apocalypse book, he was able to go to the local GW and exchange it to get something else he wanted, no questions asked.
      I know plenty of other people who have had similar experiences around here, so it's not entirely accurate to say that it's always "been this way in Australia."

      IF their policy does change, I may be even less inclined to buy from GW as I already am.

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  10. SO how long before we have to start fighting them on miscasts and shipping damaged goods?

    sounds like the begining of the end for GWs vaunted customer service

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    1. nope. not really. been going strong like this in Australia for as long as i've been involved in GW hobby [20+ years] and people still buy/play.....didn't affect anything really so i doubt it will where you are.

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  11. This has been years in discussion back when I was working for them, when the policy was easy, call and they sent another product usually or at least the missing part back in the bitz days. Now people are getting stuff discount, buying old collections that has shrink wrapped items and exchanging them for stuff they want and making out with a few bucks difference....always a scam for people to look for.

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    1. What? When they could jus take straight buy what they were after discount in the first place?

      Gw logic I guess

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    2. if you don't have a reciept then you don't get a return. if you buy online from 3rd party suppliers you don't get a return, the benefit is you bought at X% cheaper than you would. [some 3rd party suppliers might but it's separate issue and not relevant to GW at all]

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  12. I have had to deal with GW with a return and they quite literally go over the top when it comes to fixing any issues you have with their product.

    I had gotten a few fine..*gulp*..finecast models...ughhh...nasty. Anyway, I had gotten a few finecast models and noted that some of the molds had "holes" in them from when they set, and other various problems.

    The rep on the phone simply asked me a few questions and had another box sent to my address and asked nothing else of me.

    Pretty cool I think.

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  13. This is just a freak occurrence. I've experienced no such thing in either the UK or US.

    Also, it's not like you need to return even 5% of the products you buy from them anyway, so a small change like a receipt and location-specific returns would really matter.

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  14. 15 years of mostly hobby side so I buy heavy, lots of kits. No problem in say 6 years or so its so rare that I've had any issue at all. I think it was a pair of gw clippers broke after like a week of having them. Sent me a new one with out a negative word and included a round base that older metal dreadnought I was cutting up didn't have as it never had been issued one. Cheers to GW.

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  15. Back in the first years of gothic I brought a battleship, first one didn't have the wing base part, the second one was missing something else and both times they just sent out a fresh model, brilliant

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