Hello. I bought only once from THW, and the prices, customer service and delivery times were good. (~2 weeks is good to me considering the fact that often they must order to GW and wait for the items to arrive).
But due to this topic, I messaged them, and had a response.
I copy paste both my message and their response, to letting you know what happened.
Sincerely I hope that both you and them can understand each other, and that this help them to improve their customer service and their service in general.
I found that a positive approach make the things more prone to be resolved and make the world better.
Hello, THW team.
I'm writing because I'm concerned about something that happened recently:
in a popular online community a user post about you a very bad review.
He talks about your customer service, which he says is the worst and other similar stuff. Some members agreed with him: your image is bad in that community, apparently due to your customer service and times of delivery.
I have a good experience with you, so I don't have any complain.
Just wanna point this out to you, if it serves to improve something.
Maybe you could review your customer service or something, I don't know.
I want the world to be a better place, and all counts.
I want you to ride and shine too
Well, please forgive my wording, I'm not a native english speaker.
Triple Helix Wargames wrote:
Thank you Kerrygan, because we can't keep all of the items in the warehouse (due to the fact we keep everything 20-25% beneath the RRP) inevitably some customers feel let down if they don't realise this. Sometimes we have to order items in and this causes a delay. We do try and be as transparent as possible and all of our delivery policies are on the website. Tell anyone that asks that they'll always get a speedy response to queries via this page. It's monitored daily and at weekends. Many thanks for your concern, Rachel.
Edit: btw, the page that Rachel mention is their Facebook page.