| soledad | 18 Sep 2009 4:54 a.m. PST |
In may I ordered several packs from Black tree design. After about two months the order showed up but two packs was missing, instead there was a note that said the two packs will follow and sorry for the delay. Well I waited and waited, nothing happened. Two weeks ago I e-mailed them on their new website and asked what was happening, no reply. Last week I again e-mailed them and asked again when I would receive the last two packs, so far no answer. I´m a bit disappointed I must say. |
 Murphy  | 18 Sep 2009 4:59 a.m. PST |
Check the previous TMP links on this. You don't seem to be the only one.
I've wanted to order from them for a while, but with thier current track record, I think I'll pass. |
| Junta3957 | 18 Sep 2009 5:20 a.m. PST |
I recently took advantage of BTDs 50% sale. I had concerns about ordering from them given the negative comments made on these forums about the quality of service so I ordered a small quantity of items they had in stock, it all came within 2 weeks with no problems. |
| TodCreasey | 18 Sep 2009 5:29 a.m. PST |
I had the same thing happen almost a year ago now. You're not getting those packs. |
| photocrinch | 18 Sep 2009 5:45 a.m. PST |
I did the same thing as Junta 3957, though I don't recall if they had them in stock. Three weeks and still no figures. It's only $20.00, but still. |
| Wombling Free | 18 Sep 2009 5:54 a.m. PST |
I had something similar happen when I ordered some figures on 4 August 2008. It took three months for my order to turn up. It was missing two packs and included a note saying they would follow shortly. The missing two packs turned up last weekend; one year, one month and one week after the initial order. They did include a free pack of figures by way of apology though. |
| Albert Hall | 18 Sep 2009 6:38 a.m. PST |
I've been waiting since the beginning of the year; I've given up. Won't buy from them again. |
| paulkit | 18 Sep 2009 6:54 a.m. PST |
I risked a smallish order about two weeks back. It is still `queued', so I'll wait & see if it comes through in anything like a reasonable time scale. As I'm buying for a competition army if they don't show within a week or so I will not have time to paint them so they will be looking at a cancelled order. In the interim I've found some figures that are reasonable substitutes for those I've ordered so I'll just paint those instead….. I have a slight concern with another small company producing 25's that I ordered from over the Bank Holiday weekend. That one does to be fair say 28days for delivery, so has about a week left before the `public' feedback becomes negative (and I cancel my order). |
| Doctor Bedlam | 18 Sep 2009 7:01 a.m. PST |
BTD makes many figures I like, but I will not do business with them again. |
| nickinsomerset | 18 Sep 2009 7:04 a.m. PST |
Mine have all arrived eventually and some are still pending, but only after a couple of months now. Patience is a virtue! Tally Ho! |
combatpainter  | 18 Sep 2009 7:13 a.m. PST |
welcome to the wacky world that is btd hee,hee…. |
| Jana Wang | 18 Sep 2009 7:23 a.m. PST |
I get mine from Scale Creep. link |
| Travellera | 18 Sep 2009 8:27 a.m. PST |
Ask your creditcard company for a refund. BTD stinks |
| Sysiphus | 18 Sep 2009 8:56 a.m. PST |
Patience is a virtue!!! They are the manufacturer if they don't have it in a box….can't they make more!!! Holy crap! Oggie |
| f u u f n f | 18 Sep 2009 9:01 a.m. PST |
I have in the past ordered twice from BTD. Once nearly two years ago and once earlier this year.
The first time out took a couple e-mails to find out what was going on, but was about a month or so from placing the order to receiving it.
Second time out was about 3 weeks before I got half the order then another week to get the rest of the order, minus a couple packs. Then just a couple days to get the alternate packs instead.
Dude even called me on the phone to discuss it!
But my second order was time sensitive, and I stated that up front with the order. So he/they worked hard to get it all to me in time. Which they did, but the very last packs did arrived on the very last day I had stated. |
| quidveritas | 18 Sep 2009 9:19 a.m. PST |
Well I have been roundly ignored and my order was substantial -- like in the $300.00 USD range. mjc |
| Ferrous Lands | 18 Sep 2009 9:57 a.m. PST |
They really shouldn't charge your the full amount if parts of an order are missing… but they do. Same thing happened to me with a June order. I kept sending messages, and eventually got a reply with the promise of a gratis pack as sort of an apology (hasn't come yet). 2 years ago the same scenario happened with an order to the UK location, but they never sent me my missing packs. 2 years before that they replaced an entire order after alot of disgruntled buyers complained here on TMP. One would think that 4+ years would be enough time to sort out your customer service/ordering problems. |
| Thunder | 18 Sep 2009 10:26 a.m. PST |
I guess I'm lucky. My first and last order a year ago only took 6 weeks for me to get it. When I received my $100+ order, it was packed all together with no protection at all in a bubble envelope that had taken on the shape of a grapefruit. The figures were all bent up. |
| JLA105 | 18 Sep 2009 12:08 p.m. PST |
18 months and still waiting for 'backordered' items. No reply to emails since June. This is costing BTD business, since I have introduced several friends to miniature gaming in that time and have warned them away from BTD (not to mention me never dealing with them again). |
| Mostly Harmless | 18 Sep 2009 1:23 p.m. PST |
Is it just the U.S. distributor or is the UK equaly poor at delivering? |
| The Lost Soul | 18 Sep 2009 2:44 p.m. PST |
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| Thunder | 18 Sep 2009 3:24 p.m. PST |
Too bad as the miniatures actually are nice. |
| stinkpotannie | 22 Sep 2009 6:35 a.m. PST |
I received only a part order and a note saying the rest would follow, I emailed and got no responce, I called and was promised a call back that never happened. I eventually got them on the phone re my order and asked for refund. They refunded my card right away, I will not buy from them again and would recomend everyone ask for a refund and go and buy from a good company. |
| Red3584 | 30 Sep 2009 6:21 a.m. PST |
In the interest of fairness I thought I'd pass on my recent experience with BTD. I decided to take advantage of their current sale and ordered the Dr Who rulebook and figures set. The ordering all went well and the package turned up a week or 2 later. Inspired by this [and needing someone for my daleks to fight] I then ordered some UNIT troops which took slightly longer..maybe 3 weeks or so. My orders were made in the UK so I'd hoped to avoid some of the problems that others have reported but bizarrely the UNIT figures were posted from the US without any real delay [and managed to get through the local postal strikes in London!] Great service and lovely figures although I won't ordering anymore for a while unitl I've cleared some of my painting backlog and saved up some more pennies […they're quite pricey!] |
| Lordgoober | 02 Oct 2009 11:05 a.m. PST |
I'm wondering about a couple of orders from black tree myself and I've been trying to contact them via their website and regular email. The regular email getting an automated response. Also the phone number on their website doesn't seem to belong to them anymore as when I tried to call it I was sent to the automated voice mail box for a woman. One of my orders I got 2 of the 3 packs for and a note saying the third pack was out of stock (these were 3 packs of the dwarf drunks) and would be filled as soon as they came in. This order was placed back in June. The other order was placed a little over a month ago and was for a pack of dwarf flame cannon and dwarf bolt thrower. I haven't seen or heard anything from this order. Both are still marked as queued on the website. I hope that my models eventually come to me though if not I'll only be somewhat annoyed as I'll only be out about $25. USD |
| historicalgamer2 | 05 Oct 2009 12:29 p.m. PST |
I also have had a problem with BTD – placed an order in mid-July and the charge cleared my bank account almost immediately. I emailed them a month later (mid-August) asking where my figures were. I got a very nice email saying they had some of the figures I ordered, but others were being cast and would be done in two weeks. They said they would go ahead and send me the figs they had in stock. But I received nothing. I emailed them again in late September and no response. Still nothing in the mail and it's now October. The type of figs I ordered are available from another manufacturer – but at double the price. Should I just give up on BTD and complain to my credit card company for a refund? Any other steps you'd recommend? |
| Chosen Man | 11 Oct 2009 6:02 a.m. PST |
I spent a fortune on BTD figures to use in a crecy campaign.
I collected enough to paint every listed English foot knight only to find delivery issues meant my French and Luxembourg horesd knights were half finished. I went back to front rank whose Archers I prefer anyway so BTD have lost out and Front Rank have gained. A shame as the shields are flat on Front Rank figs and I had preferred the BTD shields. I am tempted to launch my own range of HYW figs so that I dont have this problem in future… BTD's service just doesnt cut the mustard! Principal dictates that I do not use them in future. |
| Farstar | 04 Nov 2009 10:37 a.m. PST |
Their November newsletter for the US is reporting huge restocks arriving. Hopefully this means a lot of filled orders soon. |
| hwarang | 01 Dec 2009 1:43 p.m. PST |
i ordered from them nearly two month ago. nothing as yet.
also, they do not reply to mails… even though they have great figures and good prices:
not recommended i fear. |
| Patrol WWII | 07 Dec 2009 6:23 p.m. PST |
I am in the same boat. I placed an order of WWII items two months ago. I received about half of my items right away with a note that the rest were coming from the UK. After a month I was able to contact someone via email and they reassured me that Blacktree had not gone bankrupt and that the postal strike in the UK had most likely delayed items coming to the US. Still no sign of them three months in now. Unless they find a grand way to make all this up I'll not be buying from them again. |
| Gangrel | 08 Dec 2009 2:21 a.m. PST |
I've had plenty of delays with BTD, but never a 'no show'. I think the longest I waited was about 3 months for a single figure that was out of stock. In general I've found they own up to their mistakes and try to make good. Which doesn't mean it wouldn't be better if they didn't make the mistakes in the first place! |
| valleyboy | 08 Dec 2009 2:17 p.m. PST |
Nothing since the order was cashed in late August,
can't get through on the phone and no reply to recent e mails I'm trying to be understanding but my patience is wearing thin with the lack of communication rather than the order no show! |
| Lordgoober | 08 Dec 2009 2:43 p.m. PST |
They finally finished my order of drunks from June but I'm still waiting on 2 packs of bolt throwers ordered from September (originally a pack of flame cannons and bolt throwers but the flame cannons were out of stock so we switched it to 2 bolt throwers) |
| valleyboy | 08 Dec 2009 4:09 p.m. PST |
I'm happy to say I've now had a positive response by e mail and an explanation so I hope my figures wil arrive soon |
| soledad | 09 Dec 2009 2:15 a.m. PST |
Finally the last figures have arrived. I ordered them in early june, got most of it in late aug with a note that some figures would arrive later. I´ve emailed them several times without a reply. About a week ago they showed up! More than six months after my order. No explanation, no "sorry its late" note or anything. I´m glad they arrived but I will never order from BTD again. There are many other manufacturers out there. |
| Valendir | 17 Dec 2009 5:38 a.m. PST |
I ordered several times from them (three times in the last months) and the number of missing packs has been increasing. Overall, i am happy with the things i purchased, given the very low price and the nice quality. The thing is it is good i am not in a hurry to get a specific item, as approx. a third of the items are still missing. What worries me a bit is that i dont get replies to my emails anymore. |
| Lordgoober | 17 Dec 2009 10:59 a.m. PST |
I know. I'm STILL waiting on 2 packs of dwarf bolt throwers from them and I haven't gotten any responses to my emails. |
| Pruneau | 29 Dec 2009 11:44 a.m. PST |
I can only second the general impression. The mini quality is above average, the prices are very interesting, the communication and pr are abysmal. I ordered a bunch of mini's end of November, and received most of them yesterday, with 4 and a half packs in backorder. Yup, and a half, my Roman auxiliaries came minus the horses. Funny thing is, I don't mind the delivery times, I know that if I need something pronto, I must not buy it at BTD. I'm happy to wait, after all there's a thousand unpainted mini's waiting to get primed. I do mind the lack of communication. It makes me feel worried that the company is not active any more. The site promises things they cannot deliver. It would be smarter to be honest and say that quality is fine, prices are great, and delivery can be erratic. And answer mails now and then. After all, I love the mini's. And one cannot build an Assyrian unit at that price easily. |
| GeoffQRF | 29 Dec 2009 12:45 p.m. PST |
In the UK, they are required to deliver within 30 days, or contact you agreeing a course of action (normally offering a refund, although the customer agreeing to wait also constitutes a course of action). Trading Standards should investigate breaches. |
| darclegion | 06 Jan 2010 3:13 p.m. PST |
Ive never had any problems getting my orders, and if there was a mess up, it was fixed. I always expect long waits for the minis, that is just how it is with this company. Im sure people have obviously not been happy with the service, and are not happy…but Im sure they have tons of happy customers as well. They have poor Logistics, not the greatest communication skills…thats all, they are spread out all over the world…and one minis making factory, IMO. People are people, and people make mistakes, I forgive them, they sell cheap minis, and lots of people Obviously still buy from them, which probably makes them busy..I would think…so….with all that said…I still buy from them…they have not let me down yet…even though it takes longer to get things, I still have always recieved them.
Now this is just my experience, and why I still buy from them.
At least they are not greedy with thier pricing.
Best Regards,
tom |
| Pruneau | 10 Jan 2010 1:51 p.m. PST |
Yeah, I'll still buy from them as well. Just expect to wait quite a long time, that's all. Nothing I cannot live with. It's the not getting a reply after several phonecalls and e-mails that disturbs me. |
| hwarang | 31 Jan 2010 7:08 a.m. PST |
what is a "long wait"?
i wait since 3 month and nothing happens… |
| Authorised | 31 Jan 2010 10:09 a.m. PST |
I placed an order with them at the start of January. The only contact I've had was when I got my card details wrong and the payment was declined – they seem lightning fast at taking your money, but after that you are completely in the dark. It's a shame, as 6 or 7 years ago they were great, delivered in a few days. That was when they were still based in nottingham. I get the impression that the company's been sold off to an american who's suddenly realised that running a worldwide operation is maybe too much for one man. The only dealings I've ever had are with one John Olsen. From reading around, he appears to be the only person involved – I think that there is nobody else, only him. Now, that's not necessarily a bad thing, but communication is critical. I don't mind waiting. What I find absolutely unacceptable is the complete lack of communication. It's akin to a child hiding from his parents when he's done something wrong. So John, if you're reading this, please get in touch. Just an email to say "Sorry I'm snowed under, it's going to be a long wait" will put my mind at ease. Because right now, I have you branded as a thief. |
| BugStomper | 02 Feb 2010 2:38 a.m. PST |
@Authorised – "Because right now, I have you branded as a thief." I'm feeling exactly the same way. Somebody taking my money seven weeks ago then lieing to me via email really makes me struggle to feel any sort of empathy towards any issues they may be having with my order. |
| hwarang | 02 Feb 2010 3:13 a.m. PST |
what is the longest wait someone has had and then actually received his goods? |
| Authorised | 02 Feb 2010 1:49 p.m. PST |
longest wait I recall reading was over a year. can't find the link now, annoyingly. |
| ariarnia | 04 Feb 2010 6:12 a.m. PST |
I ordered a dr who set (set 4 I think it was) all the figs, all the models and special sets – £1,000.00 GBP I ordered it 18th dec last year, I've had about half the models. Gave up, offered to return goods received and asked for refund. No answer from that point on. ATM Con artists. Not even a registered business any more. |
| Private Matter | 04 Feb 2010 6:57 a.m. PST |
Here is the mapquest site for the address listed as BTD's USA location: link When doing a reverse address telephone look up on whitepages.com it returns the names of Bill G Robinson [tel: (806) 355-6927] and Dean Edwards [no telephone number listed] I wonder if any of this info will help those trying to get info from BTD in the USA? I won't recount my tale of woe from a few years ago over €7.50 EUR in product. |
| Authorised | 04 Feb 2010 7:03 a.m. PST |
and here's what it looks like from the ground: link |
| GreatScot72 | 04 Feb 2010 7:16 a.m. PST |
I started a new thread specifically for the purpose of organizing some kind of action against BTD USA. I know some of you would rather prefer not starting any more threads on this, but I would like to pursue a very focused attempt for everyone with a grievance here to get some sort of resolution. Please see this link for that discussion: TMP link |
