"Will Games Workshop write back to me?" Topic

We (my boyfriend and I) had a bad time lately, and so I wrote a letter of complaint to GW customer services (Nottingham). My boyfriend posted it in the middle of last week (11th March).
I left my address and telephone number on the letter, hoping for a reply..
Is it too soon to expect one, realistically? I've never had to do this before. They've replied to emails my boyfriend has sent in the past far quicker than this, but I appreciate it was snail mail I sent, and an issue involving a certain store employee.

I was wondering if I should call on Monday and ask if they received it, and what they think?
But I really don't want to pester anyone, and I'm not entirely sure what response I expected anyway. I just wanted someone to know that we were extremely unhappy.

I just worry the longer we leave this, the less relevant an issue seems.

I bet they do. They write back to me when I send them mail.

I got a response rather quickly. Maybe yours is requiring an investigation.

They will.

For a written letter of complaint (as opposed to email/phonecall) I would expect to allow a reasonable time for the matter to be looked into and a formal response to be drafted. Even if you provided a telephone number, I'd be surprised if any business responded to a formal letter of complaint with a phonecall. If you didn't have a full written reply back within 30 days, then I would be concerned, though I would expect at least an acknowledgement sooner than that.

Did you send your letter by recorded delivery? If so, you ought to be able to check online whether or not it was received.

Incidentally, I have every confidence that GW will write back to you if they've received the letter. Despite the occasional issue with individuals and the common criticisms about prices etc, I've always found their customer service as a company to be exemplary.

Many companies have a policy to acknowledge complaints quite quickly (5-10 days). Note that this will often simply be an acknowledgement of receipt.

But you also have to factor Royal Mail into any timescales.

Hi Gothy Beans, GW's customer service is usually pretty good so they will get back to you! Like the others have said, they may take a little time to investigate your complaint, and also Royal Mail are dire these days so may have delayed your letter getting there in the first place.
Anyway, I hope your issues are dealt with soon!
Cheers
Ace

I'm sorry, but every time I read this

We (my boyfriend and I) had a bad time lately, and so I wrote a letter of complaint to GW customer services (Nottingham).

I have to smile. I mean, if my wife and I were having a bad time, I don't think a letter to GW would do much good.

;) Well many of our bad times lately have been based around Games Workshop and Forgeworld.. It's been an odd month.

Thanks for the reassurance guys, I'm a bit miserable due to what happened, and I just want to know I'll get some feedback from them. Having some hope that what happened will be recognised is lightening the mood.

If my letter was leveled at one particular store and employee (and it was taken seriously), will the people who deal with that sort of thing go and contact the store and find out what happened before getting back to me?

Starting to get a bit dejected about this.

They did write back to me, and were very polite. They sent a gift voucher apology which I'll try and get my boyfriend to share with me.

Basically we entered a painting contest in the new local store, and all three figures we entered got damaged, mine quite badly.
The manager didn't seem to understand why this was upsetting, or that the figures should have been protected. So we decided to write a letter to customer services.
They have spoken to him, and I gather have explained that figures should not be kept out in the open if they don't belong to the store. So result, and hopefully nobody has to go through what we did again.

A similar thing happend to my wife a few years ago in a London GW store that has now been closed, where a member of staff said something to my wife, I can't remember what now. She took offence to what he said to her.

When she told me about this and I put in a formal complaint to the store manager and the upshot was that the employee was "removed".

I find that most GW staff don't know how to deal with adults as they are so used to dealing with 12-14 year olds.

At least you got a positive response from them.

I hardly think that's entirely fair, and this topic was not intended to be a platform for airing other people's dirty laundry against Games Workshop. This was an inquiry as to how they will respond to being sent a letter (and the answer is: admirably).

You cannot possibly have met "most GW staff" unless you've been to every county in the UK and the dozens of shops in each.
"Most GW staff I have encountered" would perhaps be accurate..

And GW staff are equally used to dealing with adults and children – consider who pays for their child's hobby in many cases. Also that many of those children will stay with the hobby into adulthood (or join in), as many already have.

Then at least consider that just because you met individuals who acted inappropriately, it doesn't mean every other person who works for a company is the same. That is called generalising, and is not the basis for a happy outlook on life.