"Redoubt Enterprises" Topic

Hi

My name is Alexandre Machado and I'm from Portugal.

In July I got in contact with Redoubt in order to negociate an ACW order for a 28mm project I have on hands.

We come to an agreement and the order arrived but some components were missing, others come miscast, some weren't ordered at all and some that should come never did.

I e-mailed Redoubt informing of this situation and stating I would return the miscasted/extras miniatures to them.

Since I got no response, I decided to shiop the miniatures with the printed e-mail.

A month as passed and altough I've sent more e-mails to Redoubt I still don't have an answer back.

Anyone knows what's happening there? I saw on the site they changed address recently but that's not a reason for e-mails not getting to them or replied to.

Also, I didn't sent mails demanding nothing, doubting of the capabilities or professionalism of the guys over there, or any other situation that might "justify" my mails not being answered…

I still need more items and in the first mail sent I stated that. It makes no sense for me to change range at this time and, also, I believe this situation to be a question of time to be resolved.

As a bottom line: I now have over 60 miniatures with no head, over 10 horses without riders, standard bearers with no hands to hold the flag, etc.

Any advice on how to go from here? Is there any entity in the UK that can act as a "consumer defender"? Should I contact that entity or should I wait more time for a response?

Cheers
Alex

I'm also from Portugal and I've dealt with Redout for a couple of times, never had any problems, once it happened that they also forgot a few heads, I got in touch with them and they sent them right away. Try and mail them again.

I've ordered from at least twice. Once the bayonets were broken off, another time most of the horses tails were broken off.
I e-mailed them about it. I receeived no e-mail reply but received replacement figures in better packaging each time.

So in my case they stand by their product but aren't much on communication.

Unless you have visited Redoubt's site lately or were in the know, Redoubt have been in the process of changing addresses. This I feel sure would account for any delay in their response to you.

I have dealt with Redoubt for nearly three years now not just as a customer but as one of their painters and can say that in that time if any problem occurred they all ways got round to sorting it out.

Andy Mac

I have bought some figures from Redoubt in the past…not many figs, but some from the Zulu and FIW range.

In the late range, one of the packs was missing a torch and a musket. I mailed them and asked them if they could send the items with my next order: that happened.

I'm just finding it "wird" that over a month is gone and no reply about this question as been made.

Anyway, thank you all for the replies so far.

Cheers
Alex

Sorry, to hear of your troubles… maybe, you could try giving them a phone call?

Well good to know that Redoupt's a bad company to deal with… I was considering placing an order for some boxer rebellion figs.

Redoubt are OK, but they are a bit hard to get hold of sometimes -- I don't think I've ever got an answer from their website contact form, for example, but then they're hardly unusual in this[1].

Once you get them on the phone or in person, no problem.

[1] If anyone reading this suspects they're such a supplier, I can put you in touch with some IT people who can help you make the magic work. And for those of you who ONLY have this as an option, please, please consider having the magic work..

ostgrenadier

I did consider the phone call option but while I'm at work I can't make international phone calls. And when I'm out of work the shop is closed.

That's why I thought e-mail would be a good option.

I didn't had problems with the mails sent before, when sorting out the order, payment, etc. They did took 2-3 days to reply but did reply. Now over a month is gone and no reply at all.

In the last mail I sent them I stated I was aware of the address change and that it may cause some delays while they move from "home to home".

With this in mind I don't think Redoubt is a bad company.I don't think any company would last long providing bad services.

All the miniatures I have from Redoubt are great models, full of detail and a joy to paint. Even the 60 headless ones I have…. :)

KatieL…what do you mean by "IT people" and "magic work"?

I had a similar problem in june – muskets broken – these were replaced but Redoubt does not seem to like emails or to respond to them.

I likes their sculpts but he material tehse are made from is to brittle.

I decided not to buy from them anymore…

Redoubt sent me a three legged horse in a F&I pack last week (miscast). I telephoned and got an answering machine. I left the message as requested describing the problem and my phone number for them to return the call . . .. I'm still waiting . . .

Frank

Redoubt are in the process of moving premises. Since making toy soldiers is also not yet their full-time jobs, I would give them the benefit of the doubt. In my personal experience, all dealings I have had face-to-face with the Redoubt staff lead me to conclude that they are extremely honest, hard-working people who want to do the best for their customers whenever possible.

If their email inbox is anything like mine, they are probably having to deal with a huge number or messages each day, and they are making the choice of dealing with the problem, rather than answering the emails under their current stressful circumstances.

I would also urge you to telephone or write an old-fashioned letter. Not everyone is as enthusiastic about email as a communication medium as we might perhaps like them to be, but any of us who have moved house or office know what a nightmare it can be getting all the systems up and running again properly in a new place.

Henry
Battlegames

I have had a number of dealings with Redoubt in the past they have always been prompt and have a good product, particularly their newer ranges e.g. F&I Wars – and yes there have been minor hiccups, but resolved quickly by Redoubt.
I am in fact trying to order some more F&I Wars figures from them right now but something is amiss with their on line shop – I was getting a bit irritated, but luckily came across this thread, so their premises move is probably behind the problem.

I will be patient – Just got to get some more of those Woodland Indians !!
Pete

Hi

Again, let me thank you all for your answers.

I already sent them a letter, with the figures I returned them.

Since meanwhile they changed address I sent a new mail stating I had returned the goods to the old address.

Guess I will follow the advice and send a new letter to the new place.

Cheers
Alex

Hi all

I got the missing items yesterday.

I got an extra horse and flag bearer…witch I will return tomorrow.

I still miss an officer (come miscast again) and an arm.

All in all I think the subject is closed and Redoubt solved my problem.

It took some time but I think it was due to the address changes and moving from one place to the other.

Cheers
Alex

I know this thread is old, but it seems I have fallen victim to this and was wondering if anyone else is having similar problems… I made an order from Redoubt about this time last year and ran into the same problem, why oh why did I not learn?! Ordered some spare heads about a month ago, money gone from account, acknowledgement sent, then… nothing. Contact them to try and find out what is going on and finally get an email to say that they "sent an email" to say the payment hasn't shown up, (This email I never got!) even though I paid by PayPal and have NEVER had any problems with PayPal before. The money has certainly gone from my account via PayPal to them. I seem to remember I had to poke and prod them several times last year and then all of a sudden my order turned up… looks like I am doing the same this year. I will not be buying from them again if they are going to keep running away with my money, simple as that!

@Pookey,

I've bought from Redoubt several times over the past couple years.

I would say that they are ok to deal with if everything in the order goes as planned and there's no glitches.

But as soon as something happens like the wrong item gets shipped or something is damaged, their communication is spotty to sometimes nearly non-existent.

I placed an order with them in October that turned out not to meet the minimum amount required to ship to the U.S. They emailed me to inform me about this, and so I added an additional item to the order to meet the minimum. I emailed him to let him know that I added the order.

The whole thing went into a black hole for about a month until I finally emailed again explaining that I had made two payments on Paypal for the order, first the initial payment and then the additional payment for the last item to meet the minimum.

Finally, I got an email saying they apologized for the delay and would be shipping out the order. I finally got the entire order a few weeks later.

The frustrating them about them is that it seems that you as the customer have to do all the leg work and you have to remind them to correct or adjust an order. What upset me about my order was that I had already paid up front about $20.00 USD against the order which of course they had no problem keeping the money. But then it seems that my order just never got looked at again, and it wouldn't have shipped at all if I had not updated them and explained to them my order all over again.

As the customer, I should not have to send a company reminder emails to combine two payments into one so that an order can be shipped out. This is their business, they deal with these kinds of order adjustments all the time. This points to me that they are either disorganized or just careless in the way they handle orders.

^^ Exactly what you said! (Except problems are not just with overseas orders – Mine was a straight-forward no problems or glitches order in the UK)
And yes, I got the feeling I would not have seen my order AT ALL had I not sent an email reminding them. I have since completed the project I needed these items for, so it's not like I need them any more. Incidentally, I got a surprise email from them last night saying "sorry for the confusion, will post out your order next week"… Yeah, I don't expect to see these bits before Christmas, and then they will only end up in my spares tin as because it took so long to get this sorted, I no longer need them. So yes, ULTRA ANNOYING. As I said above, I will NOT be making the mistake of ordering from them again. Grrr Grrr Grrr!