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"Wayland Games won't refund money. Bad service" Topic

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13 Feb 2017 10:47 p.m. PST
by Editor in Chief Bill

  • Removed from Ancients Discussion board

2,566 hits since 13 Feb 2017
©1994-2018 Bill Armintrout
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General Disorder13 Feb 2017 7:20 p.m. PST

On the 7th December I ordered products from Wayland games and then had to cancel the order 6 weeks later as it was out of stock.
Despite countless emails between myself and Wayland they have not refunded my money even though they said they were happy to do so.
It has now been over two months! Very annoyed.

zoneofcontrol13 Feb 2017 8:26 p.m. PST

Send them an invoice with a due date and save any documents you have so far.

whitphoto Supporting Member of TMP13 Feb 2017 8:49 p.m. PST

If you used Paypal file a complaint. I only use Paypal.

nazrat13 Feb 2017 8:53 p.m. PST

It's unfortunately way too late to ask Paypal to do anything. I think it's down to 30 days now and then you have no recourse.

The Man With Two Bryans13 Feb 2017 11:56 p.m. PST

PayPal allows a 180-day period in which to file a dispute.

martin goddard Sponsoring Member of TMP14 Feb 2017 12:50 a.m. PST

This is concerning. Have others had problems with Wayland?

Prince Rupert of the Rhine14 Feb 2017 2:42 a.m. PST

Wayland seemed to have a bit of a mixed rep

TMP link

Biggest issue seems to be that they have stuff up on their site they don't actually have in stock causing delays.

GonerGonerGoner14 Feb 2017 4:03 a.m. PST

Wouldn't touch them with a barge pole. If it's in stock it's okay. If they haven't got it it's a pain in the backside. Unfortunately their stock levels are complete fantasy and you're stabbing randomly in the dark.

martin goddard Sponsoring Member of TMP14 Feb 2017 7:12 a.m. PST

I have asked about, and the advice seems to be "buy it from their stand at salute, but be very careful about mail order if time is important"

Just anecdotal. I expect Wayland games will come on here and set us all straight.

I have an order in from the 2nd Feb but am in no huge hurry. I try to build in delays so my plans are not dented.

Space Ghost Supporting Member of TMP14 Feb 2017 8:41 a.m. PST

If you paid via credit card, you can also file a Grecian request through your credit card company.

Red358414 Feb 2017 11:07 a.m. PST

I've had this a couple of times when ordering from them….items appeared in stock but then changed to 'out of stock' once I'd ordered. I got my money back pretty quickly though.

I haven't ordered from them since then…surely it should be easy enough to show an accurate stock update before taking the money.

Larry R Inactive Member14 Feb 2017 11:30 a.m. PST

if you were closer you could handle it the "old fashioned way"

HammerHead Inactive Member14 Feb 2017 1:50 p.m. PST

Red3584, it seems to be an operating policy of a lot of online shops/warehouses to advertise an item in stock then wait weeks for it to arrive. Having looked at Wayland Games site I can`t believe that they hold all they advertise.
I know for a fact that many retailers make sure their customers that have pre ordered for shows get their stuff, and mail orders are bumped back.

freewargamesrules16 Feb 2017 9:48 a.m. PST

I had major problems with them last year. Everything I ordered was in stock on their website. When they contacted me they claimed half of it was out of stock. Kept fobbing me off for weeks until I cancelled the order. I got all my money back.

Would never use them again.

Khusrau17 Feb 2017 5:11 a.m. PST

They are not the only ones – I bought and paid via eBay for a product from a retailer, listed with a week delivery time. Now it is showing as due for delivery sometime March. I bought it from hem as they were marginally cheaper. I would have paid the extra pennies for a product that actually existed if I had known.

General Disorder23 Feb 2017 6:57 p.m. PST

Thanks for all the replies.
I opened a dispute with Paypal and 2 weeks later they closed it as according to them a refund was issued to me.

I then had to wait 2 more weeks for the money to finally arrive in my account, SO Wayland did refund my money but the whole process took nearly 3 months to come to a satisfactory conclusion.

And yes, not one mention of the product being out of stock, which would have solved the whole cafuffle as I would not have used them if I had known.

Thanks Aaron

mrinku09 Mar 2017 8:28 p.m. PST

I'm going through this process at the moment, although I'm going to try a store credit refund and reorder, since the original item I ordered (Vallejo Civil War paintset) doesn't seem to be available from *anyone* and Wayland admitted up front when they couldn't fill the order that they will have trouble getting it.

3 months for a bank refund doesn't surprise me, especially if a US bank was involved. The delay would be between when Wayland sent the refund and when the destination bank credited the funds. There would have been a great deal of manual work verifying everything, and in the case of US banks, quite likely a physical cheque delivery.

mrinku13 Mar 2017 8:24 p.m. PST

Update on my reorder, and a small warning. The reorder/store credit process was pretty smooth and sensible, however for some reason they don't allow you to use your voucher on shipping, so while I ended up with my previous shipping cost added to the store credit, I had to pay for the new shipping from fresh funds.

You also need to keep a careful eye on their shipping costs, since these are calculated per item and not at a flat rate. This can work to your advantage on some items, against you for others.

As a specific example, they offer very low prices for individual Army Painter pots (i.e. £1.50 GBP), but ordering a bunch of them can run up shipping charges of £1.00 GBP per pot!

However, these are not *hidden* costs – the shipping charge updates as you add items, and removing items is easy. Just keep an eye out. To their credit, many items are shipped cheaper than other firms.

HappyHiker20 Mar 2017 6:10 a.m. PST

So I have ordered a number of things through wayland at a 20% discount. It normally takes 3 weeks to arrive but for 20% discount I can be patient. However my last order is 2 months old and only partially dispatched. So my question is, is there anywhere else that offers a 20% discount on such a wide range of products ? If there is I'll use them in the future.

mrinku26 Mar 2017 10:41 p.m. PST

I think we're seeing why they offer that discount.

After this order clears I doubt I'll be using them again.

Gangrel27 Mar 2017 9:14 a.m. PST

HappyHiker, it may not be 20% across the board, but in Sheffield offer regular discounts and have never once messed me or my orders around. They freely list what is in and not in, stock, and generally get OOS items in within a week.

WaylandGames Inactive Member17 Apr 2017 2:04 a.m. PST

@General Disorder I am very sorry there was a delay in getting your refund, if you paid via paypal directly the process should have been much smoother.


Regarding stock, we run a live stock system, so the stock levels should be very accurate. If anyone does spot an issue when ordering, your best option is to email out support team. They will be able to investigate and get back to you ASAP.

Simon – Wayland Games

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