I've just had my wife in tears through frustration because she'd been trying to buy my surprise Christmas present for the past week and has finally given up.
She's not a gamer and does little more than ooh if I ask her what she thinks of this figure or that paint job. However, because she is a wonderful woman, she'd sneakily gone out of her way to find out what figures I needed to complete one of my armies and had discovered a UK distributor offering a 20% Christmas discount.
I still don't know precisely what she'd tried to buy, as she’s upset enough that her plans have fallen through, and the point was she had wanted it to be a surprise!
That’s always the best sort of present isn’t it? Unwrapping something and immediately knowing that the giver has spent their time to get something YOU want even though they know nothing about the subject matter.
Who has got her this frustrated and upset by the way they treat their customers?
About 10 days ago my wife ordered on-line and received a confirmation email for the transaction, only then to get a refund notice with NO reason given.
Absolutely NO COMMENT... no apology, no explanation, no offer to fix the problem.
This has happened with both paypal and credit card orders. The website said they had stock and the check out process worked fine.
Having looked on the website since she says that they now have no stock showing! So I'm guessing that their stock control is poor to non-existent and not reflected accurately on their website and that despite offering a sale they actually had very little stock at these prices.
I can only assume that this company had no intent of honouring orders placed during their sale at their sale prices once their very limited stock had been exhausted. Particularly galling as their Christmas sale was advertised on sites such as TMP.
All I can suggest is AVOID Miniature Heroes at http://www.miniature-heroes.co.uk/
Thanks to them my wife is upset that it looks like I wont have her surprise present to open on Christmas day, and she had been so pleased with herself, and they dont care enough to actually respond to her messages.
Is this rant a reasonable and balanced response to a company has had a problem with an order? After all it’s not as though we lost any money, refunds were given and we are not out of pocket?
Maybe it isn't.
But I would argue that there is no other recourse available to us from a company that doesn’t fulfil orders made with to it in good faith, provides no explanation for cancelled orders, does not respond to queries sent to them via the web form it promotes for communications!
Clearly communicating with its customers is not important to this company. So I have taken the step of communicating publicly here – I don’t think there is anything else left open to me. Besides if their customer service is this bad I'd rather conduct this conversation in a more public forum where other potential customers of theirs can see how the company responds.
So, TIM FITCH of MINIATURE HEROES. If you want to try and rectify this situation you can try filling the order you were sent in good faith, or responding to my wife’s messages or at the very least if you give a damn about customer satisfaction at all, leave comments here.
I’ll happily repost here any positive steps you want to take to rectify the situation.
EDIT: 22/12/2009 2149 GMT - Following the comments to this post I have changed the setting on my blog to not allow anonymous posters. Not for any clandestine reasons - just I'd rather know who I is posting and who I am responding to.