"Not So Brillant Service From Foundry" Topic

I placed an order with them on the 10th, then saw they were/are moving. Fair enough gave them some extra time due to the move. I then sent various emails and finally got hold of someone on the phone just last week who was going to look into it but still no package or reply to my enquiries and I can't get hold of anyone again by email or phone this week.
Still waiting for a reply if I don't hear back from them soon I will start the paypal haven't got my stuff thing. So basically my question is how long is a reasonable length of time getting no replys before going that route? Never had trouble before with them and the Foundry lady last week say they were are only a few days behind on orders, gave her my order number and she said they were well past that order number.
Help.

I'd still give it more time. Moving doesn't just mean packing and unpacking boxes; there's also setting up computers and phone lines and other peripherals.

I always give international orders at least 2 or 3 weeks before I make that first call. I'd give it another week or two if they're moving.

I placed a very large order with them on the same day and am having the same issue. I have sent them emails with no response as of yet. I haven't tried calling them yet but that is on my agenda for today.

Don't bother I left them 2 phone messages and 2 emails already today and nothing just a machine. They did have some initial troubles having to dig a trench to put phone lines and computer lines in etc. but the lady said last week on the phone they are into the 4500's in order numbers and things are only a few days behind even with the move apparently, as my order number is 4412 they are well past that.
I ordered stuff from Warlord games not long ago and that got here already.
I know it is international and they have just moved but still they need to step up a little on this in regards to answering enquiries don't they?

My issues with Foundry have been more on the quality control side. Miscasts, missing weapons, and mispacks. The missing weapons were quickly supplied but the mispack and miscaat situations were gruffly responded to with an offer for a credit on the next order. So instead of getting the bad figures replaced I had to spend more money to be able to use the credit. Not really a win for the customer. I am now hesitant to order from them and on my last two projects I chose other manufacturers just so I didnt have to deal with that same customer service person again in case something else went wrong.

All I can say is that Foundry should thank God for good sculptors.

I have never had an issue before with FOUNDRY but have not heard good things about the customer service which I am inclined to believe now.

In the past I have never had miscasts or missing weapons , now WARLORD GAMES are another matter as the blisters seem to pop open in my packages and the lack of any padding causes stuff to leave the blister then leave the package they come in entirely, which has happened on my last order and am awaiting replacement parts from that order as well as a previous order.

But back to FOUNDRY, quality has been good with me just this lack of response is my main problem. I will give them a little while longer then go the paypal resolution route rather than chase them for a response.

I don't mind a small delay as they did move to a new building etc. after all and I did speak with a lady finally last week but nothing since.

We all stumble sometimes. I ordered from BTD USA for their 50% off sale. It took 2 months to get my stuff. But it got here. You have to be patient, especially since an ocean separates you AND they are moving their shop.

And Bank Holidays at the start and end of the month will not help

Yes I knew about the Bank Holiday's there being British myself and as I said don't mind a reasonable delay due to them moving but they could answer one email couldn't they?

If they are well past your order number then they have lost your order. Did they take your money?
They obviously have a problem in the picking/shipping department.

Useless company. Good product, useless management – a bit of a dilemma.

Amazed a year ago everyone was ecstatic due to management/ realignment changes and Foundrys stars shone. Can't please all the all, all the time I spose.

Amazed a year ago everyone was ecstatic due to management/ realignment changes and Foundrys stars shone. Can't please all the all, all the time I spose. They said they were moving and if you have ever moved a business with lots of equipment and stock plus phone/connectivity ect. It takes time and again they said they were going a bit more rural IIRC. So patience will be the virtue for a while guys. I know, I know, you wants your precociousssss ;) cheers and hope it all sorts out soon.

I don't mind my order being late, but the lack of response is something totally different. My order was just short of a thousand US dollars. I just want confirmation it got shipped.

I agree some response would be nice, even a blanket automated email saying something along the lines of sorry for the delay we are currently moving we should be back up and running by X date any issues please call this number with any questions.

Just got an email from FOUNDRY this morning my stuff got sent 2 days ago but is held up at their local depot as it requires my phone number on the package before it can leave for some reason.
So hopefully all should be well, I got an answer and my stuff has been found and even sent.

I have the complete opposite experience. Ordered 3 days ago, recieved it today AND it had a second pack with the order as way of "apology" for my order being late. Which was confusing but appreciated.

Ordered 3 days ago, recieved it today AND it had a second pack with the order as way of "apology" for my order being late.

Perhaps you got aynsley683's "apology pack" by mistake?

Foundry came through, I finally got some reply's to my emails and everything has worked out, don't need 'apology packs' just needed to speak or get some emails answered.
I mean fairs fair they were moving etc. but they could of done a few things differently I believe, on the other hand this is with hindsight and I am sure I have things I would do differently with hindsight.