David D.
Customer service is very condescending
Sharing my experience with an online order. I ordered a Warhammer model to be delivered, and after waiting so long I decided I wanted to cancel my order. After an email request to cancel my order went into the void I called in to the physical location for the woman to tell me she can't handle online orders. And then she told me to email them again. So I find a number that does handle them and the guy on the phone was super condescending. He said the model was on back order and insisted I missed it. Even if that is the case your website should make it very obvious that's the case or I wouldn't have wasted my time. I'm looking at their website now, and as before it does not say "backorder." Your customer service skills and attitudes are terrible. If you're reading this review as a potential customer, buy your models from Amazon. This isn't "libel" this is feedback from a potential customer you should've shown a minimal amount of respect towards. Disappointing but amazon also ended up being cheaper. Edit: You can absolutely claim your rep handled this with respect and professionalism but his tone was full of condescension and contempt for your customer. I'm leaving this review up.
Response from Wargame PortalApr 11, 2025
We understand your concerns and would like to clarify a few points to ensure transparency and clear communication to those reading your review. It appears there may have been some confusion regarding the nature of your order and the contact information listed on our site. The number you called is clearly labeled as the Game Hall, while our webstore includes a separate number specifically for Online Customer Support. Regarding the item in question, it was listed as a backorder at the time of your purchase. On our previous site theme, this was clearly indicated in bold red text beneath the item description, stating a 10–14 business day fulfillment window (you had allowed 9 business days to pass as you ordered on March 29th (a Saturday which we aren't open on)) . Our current site theme also reflects this status through a “Reserve Now” badge both on the product image and within the product page, accompanied by a clear explanation of what that badge signifies (Item Badge Legend on each item page at the top). Additionally, when added to your cart, the item again displays the expected fulfillment timeframe and indicates it is a reserved product. We sincerely apologize for the delayed email response. During peak periods, our response time can be 2–3 business days. In this case, you contacted us on the 8th originally and called us on the 10th, which falls within our standard response window. We have reviewed the recorded call, and our representative maintained a courteous and professional tone, provided accurate information, and promptly offered a refund without hesitation at your request. No one attempted to badger you into keeping the item, and we provided a rapid response cancelling and promptly refunding the order. While we regret that your experience did not meet your expectations, we believe the information was clearly communicated at each step and handled professionally throughout. If there's anything further we can assist you with, please don’t hesitate to let us know.