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"Black Tree Designs: Wha'th'?" Topic

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Doctor Bedlam19 Nov 2008 4:43 p.m. PST

I'd had good business with Black Tree Designs, buying their Doctor Who minis, so I decided to pick up a couple of the fantasy minis on their website, as well. This was back in the first week of October.

My order arrived… without the fantasy minis. I was told they were on order from England.

First week of November, I contacted them and asked where my minis were. Surprisingly, I got no reply -- they've been good about this in the past, but this time? Nothing.

So I waited a week, and contacted them again. Still nothing.

Black Tree Designs took my money, and still owes me two miniatures. I really didn't want to bring this up here, but if they won't answer my emails, what other option do I have?

quidveritas19 Nov 2008 4:47 p.m. PST

This is typical for these guys in my experience.

I have my theories about what is going on here but just speculation.

Keep after them. It can take a while.


aecurtis Fezian19 Nov 2008 4:50 p.m. PST

Apparently you are not alone (old thread, updated today):

TMP link

aecurtis Fezian19 Nov 2008 4:55 p.m. PST

Of course, y'all being in Texas, you could always see if the Comal County sheriff's department has any buddies up in Potter County that could swing by and ask for you!


Demaratos19 Nov 2008 5:15 p.m. PST

took me nearly 6 months to get one backordered miniature.

frankthedm19 Nov 2008 5:59 p.m. PST

Sorry to hear about this Dr. Bedlam. Good luck with this.

Personal logo The Nigerian Lead Minister Supporting Member of TMP19 Nov 2008 6:07 p.m. PST

That reminds me, time to pester them for the fourth time about the remainder of my order from 4 months ago. I had no problems after the first 6 orders. This last order may well be the last one.

MWright19 Nov 2008 6:52 p.m. PST

Big Discounts = Big orders = big waiting period. I have had to wait for orders but they always get here eventually. Just factor the wait into your price point.


Garand19 Nov 2008 7:33 p.m. PST

Back when I was ordering from the UK, they always gave reasonably good service (usually got my stuff in 2 weeks or so). Since the US branch has opened up, it's been less than satisfactory. I can understand delays if things are on back-order or in need of a restock. But I had a multi-month experience with them too…over PAINT…


Warlord19 Nov 2008 8:55 p.m. PST

Well I guess that anwsers my question, but just to clarify…

This delayed shipping is with both the U.S. AND U.K. companies, correct?

I was under the impression it was only the U.K. opperation that had the problems.

GypsyComet20 Nov 2008 2:23 a.m. PST

I ordered several times from the UK with no issues and reasonable shipping times, but this was all before the US branch opened.

Personal logo The Nigerian Lead Minister Supporting Member of TMP20 Nov 2008 5:58 a.m. PST

True dat. My recent problems are with the US branch. UK service was always fine.

The Lost Soul20 Nov 2008 6:10 a.m. PST

Well I'm still waiting for some models (or a refund) from an order I placed in September from BTD UK. I had one email from John Olsen apologising for the delay and promising to ask mail order to make my order a priority but I'm still waiting. They are now apparently ignoring my emails, and don't seem to keen on speaking to me by phone either. I had no problems with any of the orders I made to them a few years ago which is why I ignored the advice from here and placed another order with them. Never again though!

elmo1120 Nov 2008 6:32 a.m. PST

I ordered in mid august some figs from the Zulu range. Order arrived late october. One of the officers has no arm from the elbow.I'll call him LT Stumpy. The barrel the 9lb field gun looks more like it is scaled to 1 1/2 inch PVC pipe. Too bad as I will not order again. They have some very good ranges (ancient germans) but the delivery times are way to slow. I did order from Texas.

Danmer20 Nov 2008 6:49 a.m. PST

I've had a similar experience to mrausten, also on UK orders. Ordered two months ago, money taken two months ago, and then after much chasing (and to be fair, some help from John at BTD), the last part of my order turned up yesterday. It wasn't the correct order, mind, but at least I have something for my money. I ordered a few times from BTD a few years back without any problem, but there's been enough carnage with my recent order to ensure I won't buy direct from them again. Nice figures and I'll look to complete my collections from their stand at shows; but aside from the delay in sending the order out (and I think I am a patient man) I've also had to do a lot of chasing myself, has various promises of figures being sent as a priority but not actually being dealt with, and of crouse now have figures other than those I ordered. Apart from that, all is fine :-)

Tarleton20 Nov 2008 6:56 a.m. PST

I've had a number of orders from BTD recently and had no trouble at all All were correct and arrived within 2 weeks.

Who asked this joker20 Nov 2008 7:45 a.m. PST

They have a response form for registered users. Their e-mail is constantly bombarded by spam so your e-mail might very well be lost in the shuffle. I make no excuses for them. They are an internet company and their e-mail should work.

I would use the online form. It seems to work pretty well.


Warlord20 Nov 2008 7:46 a.m. PST

WOW! well I am sadden by all of this…

I have great deal of their items and I really like them a lot, I wonder what happened to them? I really can't believe any business (or business man) would want this kind of reputation.

There are just to many people with the same story, but it does sem like they are trying…

I really wish them the best and hope they can pull out of this situation, I for one like their miniatures but it does have me thinking twice about ordering…

I hope all of you guys get your items soon.

It may be a good idea for them to come clean and let folks know wht is going on, at least so we can understand instead of guess work.

JLA10520 Nov 2008 8:14 a.m. PST

Similar experience for me. Back in APRIL they took my money, sent my about 1/2 of my order, saying the rest was 'on backorder from the UK' and I haven't heard from them since. No replies to my emails, etc. I've had no problems with ordering direct from the UK. Avoid the US sales like the plague!

Doctor Bedlam20 Nov 2008 8:16 a.m. PST

Pfft. Every time I've dealt with British manufacturers, they dealt with me in a month or so.

We're going on two months, now.

AndrewGPaul20 Nov 2008 9:38 a.m. PST

My order was delayed for months, since they apparently shipped a load of stock to the US by accident. Looks like it's not one side of the pond or another, but how they communicate between the two.

jhnpraet20 Nov 2008 10:14 a.m. PST

Have ordered several times from UK. Always within reasonable delivery times. Once had a miniature missing from my order, got it within the week. Only complaint: they don't answer e-mails but if you get them on the phone they're nice. And they do have good stuff at good prices.

Buck21520 Nov 2008 10:15 a.m. PST

That is true. Before they opened up in the Republic of Texas, my World War II figures came across the pond from Mother England lickety-split! Now that I have ordered ancients figures from Texas, the figures just mosey on in when I least expect it (talk about "laid back"). Memo to self: do not order from Texas BTD, AND stick with World War II…

- Scott

Buck21520 Nov 2008 12:55 p.m. PST

Hooray! Our company receptionist has delivered the mail and the remainder of my order from BTD was among it! My order is now complete…

The Gray Ghost20 Nov 2008 4:03 p.m. PST

There's several things I'd like from BTD but am holding off till they straighten out their mail order.

Doctor Bedlam21 Nov 2008 7:27 a.m. PST

How fascinating. The day after I complain on TMP, Black Tree Designs suddenly notices me.

They say they have issued a refund. Waiting for it to appear on my credit card…

Scutatus22 Nov 2008 9:40 p.m. PST

Personally I've never had any problem with them. (Shrugs).

darclegion22 Feb 2009 4:15 p.m. PST

Ive order many many ancients from them in the past, none in 2008 or 2009, and all from Overseas..(I live in laid back, Texas, yall) Its sad to see all of the complaints, especially since they are here in Texas now. I wanted to order directly from the manufacture, but it seems I always get redirected online to the Texas site. Ive made a few calls to them, no answer, Ive sent a few emails to them with a few questions, no answer, no answer.
All I wanted to do is order 72 Greek Hoplite shields for my incoming order of Vendel 28mm Greeks, because I think thier shields are going to be way too small compared to the BTD Greek shields, that I like. BTD match ok, to the Wargods or Crocodile games minis, somewhat…so I have about 200 greeks from them. I dont want to change shield sizes. Ive sent some emails and tried calling, but now…Im like very scared about even placing an order. I think I will leave a message with them however to give them one chance.

Its sad though, I never had any problems until they moved their operation to my home state of Texas….sad they are having problems.

John…I need some shields, could you come thru for me??

darclegion22 Feb 2009 4:19 p.m. PST

Edit to my post….
I have about 200 Greeks from BTD…etc. I had a long run on sentence in that last post….

BTD Johnno23 Feb 2009 10:00 a.m. PST

Hi All,

When I saw this topic at the top of the list, my first thought was "What have we done wrong now?"

I looked into this and was surprised…

You emailed late Friday afternoon, and again on Sunday and phoned at 5:24 p.m. on Sunday. I received your email this morning.

Come On! I am willing on taking the flack for the crap we've done but this is ridiculous. It's the bloody weekend.


darclegion23 Feb 2009 1:46 p.m. PST

Well your right I was too harsh and Impatient…

Hobhood24 Feb 2009 12:39 p.m. PST

Hi Johnno

Since you are posting again – any idea on what has happened to my order from last April? It's getting on for a year now.
It's order no.216.

Here's the email you sent to me last, on November 29th 2008:

HI Michael,

Thanks for your message on TMP.

Unfortunately is seems that your backorder had fallen thru the cracks. We seem to have lost the mould for IA1371 and your order was left. My sincere apologies for that.

I will speak with Mail Order next week to try and sort this out. Unfortunately we cannot get the IA1371 for you. Would you like an alternative or perhaps a refund. I would also like to offer you a free pack of miniatures for your trouble. Please let me know what you would like and I will add it to you order.

You will hear from me again next week.


Unfortunately, I didn't hear from you again, or recieve my suggested replacement figures. I would now be very happy to accept a refund, or even some alternative figures, if you would be kind enough to get back to me and let me know what is going on!

BigHagar22 Jun 2009 4:09 a.m. PST


"Donate" the missing figs to BTD…that's what I ended up doing with part of my order that never showed up after 6 months…


terry195618 Feb 2010 6:02 a.m. PST

I just don,t want any more dealings with BTD, i have reported all this to my bank card for a refund. As to not working on the weekends Johnno, try working durring the week, what a shower,what a joke.

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