Subscribe Us

header ads

In-Store Problems with Pre-Ordered Products.


Games Workshop customer service is generally very awesome to deal with, and in fact are one of the best I have ever had to deal with on the very few times (twice in 18years) I have had problems. In store issues can be a different animal, and sometimes difficult if not frustrating to deal with.



In this case, delivery of pre-ordered Space Hulk boxes were missed from someone being late for work. So when customers came in, looking for their boxes, they were not there, however a large stock of 15 boxes ready for sale were available, but not for those customers that pre-ordered. Instead they were sent home without their game and told they can come back on Wednesday.

Now I have seen something along these lines about a year ago, so store employees holding off allowing pre-orders to be picked up from available retail box sets is familiar. I even understand it a little a from a stores perspective, that the games that show up for the retail floor are for that, and not for pre-orders, which come separately. Its just not a good policy, in fact its rather poor.

On the bright side of things, a call to GW customer service (or email) resolved the problem, and I will let you check out what was said here below.

via a reader on Faeit 212
Hi natfka. Just wanted to let you know about some poor gw service I just 
got. Long story short, I preordered my space hulk to store, the guy working 
was late to work so missed the delivery now I'm being told to wait till 
Wednesday day to collect despite them having 15 copies in store for general 
sale. I'm disgusted.

Resolution
I complained to customer services. They contacted the store and told them to set aside all the preorders from the retail stock, and I got my copy from a rather displeased assistant. I will say he isn't the usual guy who runs the shop. The customer service email said his direct manager would be informed. I think this is clearly a policy they need to roll out properly to staff. 

Post a Comment

40 Comments

  1. Yeah, store staff isn't always top notch. Like that for all stores to an extent.

    Showing the old space hulk box? Easy to tell the older box, as the font is more legible at a distance

    ReplyDelete
  2. This is a direct result of the way the company does business where all the different channels are competing for the same every decreasing customers.

    The guy in the store probably gets no credit for his sales numbers if you order it online and pick up in at the store. If it was not for GW's self imposed false scarcity even doing that makes not sense as the GW store having no other products to stock other than GW should never be out of anything. Keeping his job depends on moving so much product and getting paid properly requires even more but his is being forced to compete with his own company.

    ReplyDelete
    Replies
    1. Not necessarily. GW did contact the store and direct them to do the right thing. That does not sound like a problem with the way the company as a whole does business. This situation is actually more of a problem endemic to the retail industry as a whole, wherein low-level employees do not have the authority to make decisions that make sense.

      Plus the guy who was to receive the shipment was late to work -which is also not a GW company problem.

      Though you do have a point about sales numbers and false scarcity, i recommend caution when jumping on the "bash-GW" band-wagon. It may actually be a clown-car.

      Delete
    2. Yeah Its very sueccidal.
      They need stores to do well if they want them to keep selling product and building the Player Base.

      Besides if they just made more Product the issue would not exist as much. And they should be makeing more money ontop.

      Goes to Show how GW "works"!

      Delete
    3. Yeah. I ordered and picked up from store and owner grumbled something about me ordering online and not through him. I think they get a portion if the order is placed while in store, none if ordered online and more if actually bought at retail.

      Delete
    4. possiably although I heard so long as you opted for a local pick up it counted. I should ask the guy at my local store to clarify as it can't hurt to try to order in a way to be helpful

      Delete
    5. I have actually talked to a manager of a Games Workshop store and they earn nothing from orders that a delivered to them unless it is paid for in store. Simply just going to the in store computer and paying online doesn't give them credit but there is another button on the screen instead selected pay online there's a pay in store option for the in store computers and that prints out a little bar code for them to scan and for you to pay off. It doesn't cost anything extra but the store gets the credit for the sale. If the store doesn't get credit for the sale it means the store earns less money and won't be able to stock up as much product

      Delete
  3. Oh man, for a second there I thought there was going to be some widespread distribution problem or massive supply shortage. Glad to read that it's just one guy complaining about a single store employee...

    ReplyDelete
  4. On a related note. One of the options I was offered for the cancellation of Black Library Live was a Gold ticket for the Weekender at £150. Original price £300. Not bad considering Live tickets cost £25.

    ReplyDelete
    Replies
    1. Is that the one where BL authors have to pretend to be your friend for the day?

      Delete
  5. This comment has been removed by the author.

    ReplyDelete
  6. This comment has been removed by a blog administrator.

    ReplyDelete
    Replies
    1. This comment has been removed by a blog administrator.

      Delete
    2. Seriously, back off Natfka for reporting a problem. He does this in his spare time and thought we'd like to know about a problem someone in the community had, hardly "click bait".

      Don't like his content, don't visit his site.

      Delete
    3. BoLS is more click-bait than Natfka. It would be amazing to have an actual pictorial review of something on there instead of a video...

      Delete
    4. don't like it then go elsewhere. no one forces you to get click-bait! no one forces you to read the articles either, nor commenting. your one of those people whom they say are disrespectful of the blog owner, if you have a problem how things are run, then maybe start your own blog where people can disrespect you whenever it suits them.

      SMH

      Delete
    5. Don't hate the playa, hate the Games...

      Delete
  7. When you order online and have it delivered to the store, the store gets zero credit to the sale. In a very real way, you're not the store's customer. You're online's customer.

    I know this seems like I'm defending GW, but if everyone ordered everything online and had it delivered to the store, the store would go out of business as it would have no sales.

    Full disclosure... I used to run a GW store and I would tell the customer base that if they ordered it from me in the store, I would make sure they got one on release day even if I had to pull from the store's general stock. If they ordered from home, they could wait until the box with their name on it came in... even if that sometimes meant waiting a week. Getting your preorders on release day was essentially a perk of supporting the store.

    And cut the dude some slack. People are later to work. Sorry that whatever was going on in his life inconvenienced you and you'll now have to wait a couple of days to get your board game. [insert sarcastic eye roll here]

    ReplyDelete
    Replies
    1. This. It's a minor delay and they couldn't give you store stock because you ordered online, not from that particular GW. "Disgusted?" Dude, chill the hell out, this stuff happens.

      Delete
    2. Well...Store loyal people complain when players order from Online discounters.
      So why is that a issue, when odering from GW Website for Full price has the same result for the store?

      To me this is sounds like the are trying to kill off their own company. That is, if you view stores outletts as Part of the global company. And when i look at how they celbrate the number of stores closeing and turning into 1 man it looks very much like they favour it.
      Must be a very short term oriented Plan they have?
      Lolz!

      Delete
  8. Games Workshop Stockport had a similar issue.
    Their staff member didn't turn up and consequently missed the delivery.
    They announced what had happened on their Facebook page but have failed to answer my query as to when they will be available.

    ReplyDelete
  9. So before anyone jumps on...wait, before anyone ELSE jumps in and starts blaming GW let me explain a few things about the business.
    1) IF you read the full post, the guy said it wasnt the regular employee. Which means, it was likely the On-Call guy, who either didnt know the policy of taking care of the preorder people first before sales or...actually or nothing. That is probably 95% accurate.
    2) GW stores do not have infinite refilling stock levels in their backroom. It isnt Narnia, there isnt a production factory in the backroom. So YES, there will always be times GW stores do not have something in stock, until resupply comes. Man.
    3) Tell me what Retail Management job doesnt have your continued employment rely on your stores performance? Bagging on a business and an employee trying to be successful is just narrow-minded and childish.
    4) To reiterate #3. IT IS A BUSINESS! If you want to keep a job, any job, you need to work, you need to perform to company standards or exceed them. Working at GW isnt about allowing you tons of paid time to work on your projects, its about selling product to everyone else.
    5) False Scarcity? It is a limited number for a limited time. Space Hulk, for example, is not a regular in-store stock item. Once it is sold out, that means it will be 5-10 years before we see it again likely, making it rare, limited, scarce, etc.
    6) I cant get enough of this one...problems with sales. Really, you want to complain about employees having to reach sales goals? So, I gather you feel employees should be able to just come in, lounge around and only help people if asked? If thats what you expect, go to your average Independent Game Store that does that...better hurry because they will be out of business soon.
    7) Lastly, order in store, not at home. If you want to keep the store running, a place to game, etc., help the poor guy out that is down in the trenches. The poor guy that you claim GW is beating down, how about next time your order that limited edition codex, do it in store so he can get credit.

    ReplyDelete
    Replies
    1. This comment has been removed by a blog administrator.

      Delete
    2. I'll avoid responding to your rambling diatribe for all but point 5. Space Hulk was re-released 3 years ago with much pomp about how it was a limited edition. GW charged like a wounded bull (as is their usual practice) knowing that people would pay insane amounts of cash for a game that was going to be discontinued shortly after.

      Three years later (ie, now) they release it again, thus devaluing the original re-release. Not only that, there's more stuff in this release. I know of at least one die-hard GW defender (he buys everything in store at full retail, regularly dropping hundreds of dollars on stuff) and even he's pissed off at this.

      Also, the definition of "limited edition" means that once a product is sold out, there is no more. Not that it will have another "limited edition" three years later. That's just a production delay.

      Delete
    3. +1 luke what i was going to mention....erm i mean ramble on and on..... luckily i didn't have to.

      Delete
    4. Yeah but I'm lazy though. I don't want to go into town when I can order from my laptop!

      Delete
    5. Lazy you say? You has neckbeard me thinks

      Delete
  10. They won't bother telling head office that there is a screw up in fear of the wrath of the emperor. Simply call yourself everytime. When they say they will settle something for you, don't believe them lol

    ReplyDelete
  11. I keep getting this "GW have great customer service" thing, but the staff in Brighton, UK are shit and have been for years now. I stopped shopping in there ages ago over it.

    ReplyDelete
    Replies
    1. they used to be to notch best of the best in customer service, for the last 10 years it's be steadily dropping. atleast there is online.

      Delete
    2. Brighton fails at some pretty basic things

      - Selling dried out paints (I even pointed it out and was told 'they're fine if you shake them' despite you can feel the solid lump bouncing about
      - Lying to customers ('That finecast Green Knight is a new sculpt' being a classic)
      - And plain rudeness (I had my gaming case stolen once, it had my whole fully painted Ultramarine and High Elf armies in it. The assistants response "ideal time to start a new army then" as opposed to any kind of sympathy)

      and this shit has been going on for years now. Last time was a few months ago with the paint because I only needed a single pot and didn't want to go through mail order for white.

      Delete
  12. The guy just followed GW's policy. Stupid policy? To an extent it sure is, customer service in fact tell the store managers to ignore it when it is possible. However it is not acceptable for GW to sold out. I mean, it's not acceptable not to have copies of the new goodies as they sell more on the first weeks, so you'll have to have the goods available in your store when a customer walks in. Once you preordered your money is already their so your priority is lower. Of course this should be considered, but only when this would mean leaving the store "empty".
    Honestly I think they should rather run a very simple marketing trick. If you enter a store and you want to buy something like Space Hulk ( only products specifically chosen from marketing dept. ofc) and the good isn't in the shop you can preorder. And if you do you get a 10% sale (or something equivalent).
    Abusable? Of course.
    But does the abuse increase goods sold? Hell yes! People will publicize to their friends so they get the discount, they will launch themselves on the new products "en masse" (which will increase success and request of limited editions) and they will visit the store more often. Also it's a challenge to the customer's dissatisfaction with the goods displayed in stores. This behaviour says: "We've got what it gets to deliver you what you want."
    Of course GW won't implement this, mostly because as a company they don't actually like challenges (no doing what you're best at is not a challenge, that's routine even if you do it in an exquisite way).

    ReplyDelete
    Replies
    1. They have no reason to do disscount. They have not done so since the 90tys. They dont compet and they want same prices in every Store.
      They gain nothing by it. Becaus people will only ever use the discount. Why would you ever order Full price?

      Sooner or later they will cut off all competition Online aswell. They cant have that once more and more is sold Online.
      Ofc they will kill off all flgs in the process. Caus they cant controll how they sell but only if they get supplie.

      Delete
    2. Yes, but in fact they can't as they don't have a network of supply wide enough to accomodate the needs of the customers of all flgs.

      Delete
  13. If they actually took store stock of the box they wouldnt have gotten the awesome art print people got with pre orders.

    ReplyDelete
  14. The truth is GW has a very poor grasp of retail sales and it is foolish for people to try and defend said policys.
    The limits placed on the poor fools who run the stores is stiffling. This not a excuse of not being at work ON TIME which is perhasp the most important level of performance they should be judged on.

    So lay out how hard it is being a 1 man store it is. But to defend or say cut the guy some slack because of such and such is moronic given he could not even do the most basic function as being on time.

    ReplyDelete
    Replies
    1. What if there was a traffic accident on the way into work? What if the person uses public transit and a bus broke down? What if the normal store operator had a last minute death in the family and called the on call person who could come in, but would be an hour or two late?

      There are any number of perfectly legitimate reasons that a person might be late that wouldn't reflect poorly on performance.

      Also, your daily/weekly/monthly sales total is the only thing that matters. At the end of the day, if you're hitting all your sales targets, no decent sales manager is going to care about anything else. If you roll in to work an hour late every day and then sell, sell, sell, your boss is going to shake your hand and give you a raise. The rent man doesn't care about punctuality. He only cares about the profit you get from sales.

      Delete
    2. No. You made a nice list of BS reasons someone could be late. In order to sell sell sell you have to be at work!!!
      You take the effort to be at the store before it is supposed to open and give yourself enough time to deal with traffic or public transportation issues. And not roll in at 9:58 am for a 10:00 am opening.

      As for the other BS reasons YOU show up and open that store on time. Make arrangements for someone to come releive you what ever you need to make sure that your store is open and ready to go ON TIME!!!!!

      Delete
  15. I'm going to take this opportunity to give a shout-out to my favourite Games Workshop store...

    Enfield, North London.

    The guy that runs that store is awesome, he's attentive without being pushy and has a genuine love for the hobby.

    He was going on holiday the day that Space Hulk was released and there was no-one to cover for him, so he kept his store open until midnight on Friday for those who had pre-ordered to come and collect, we had a great time playing space hulk until midnight hit and he handed out the copies to everyone who pre-ordered. Only one of his pre-orders (as far as I am aware) were unable to attend the space hulk evening so he went above and beyond getting someone to deliver it for him.

    He really is the best retail staff I have ever encountered in any industry, and that's why I visit his shop and pay at full price. I was even gifted an e-voucher for my birthday from a friend that I had GW customer service convert in to a paper voucher so that I could spend it in his shop.

    Anyway, it's luck of the draw how awesome your local GW representative is, but if you happen to visit Enfield, Jamie is definitely worth your time.

    ReplyDelete