"Stone Mountain Miniatures problem and silence" Topic

I've been trying to get a reply from Stone Mountain Miniatures (wargamingminiatures.com) for months and months now with no success. Multiple emails ignored.

I had placed an order, all of which of filled except for one rules book, which was out of stock. His message regarding that was, "The science fiction rule set is out of stock and I can give you a credit or you can substitute another item if you would like. And if the item you choose is a few dollars more don't worry about it." Which was very generous. This was November 2016.

I asked if there was a chance of it coming back into stock again. He answered, "The rules are being revised and no release date yet." So I responded, "O.K. I'd just like to hold onto the credit. I like the sound of the sci-fi rules. They'll likely cost more than the older rules but this way I'll have a leg up. As long as they're being worked on and not permanently cancelled."

In March of this year, I wrote, "I realize it's been a while but I see "On the Ventauran Front" is still listed for sale on the website for $9. USD Is this the new version, and can I apply my credit towards it still?" There has been no response at all. In May I saw that the rules were no longer listed as for sale, so I inquired about getting my credit refunded.

Silence.

Not a single email answered since 2016.

I hesitate to blast companies in public, but this has gone on long enough.

I recieved an order from them earlier this year of ACW figures, but it took several months. I placed another order with them in April I believe, and have heard nothing since.

Actually it was March 31st I placed my order.

Try stonemountainmin@gmail.com

If you paid via PayPal there is a contact phone number listed.

Well, this is embarrassing.

@ Kelroy, I am sorry but I must have missed the emails. Send your address and the refund will be sent to you as I had previousily offered.

@ gunslinger, I'm not sure what you are saying about an order placed in March. I have no outstanding orders from over 3 days ago. Please contact me and provide the details of your order so I can follow-up on my end. Sometimes, PayPal doesn't notify us when an order is placed, so we have to specifically review the account history to find the order.

And yes, we are sometimes slow in geting an order shipped, usually due to having received an number of large orders within a couple of days. Because we don't keep a large inventory of cast figures on hand, we are usually casting orders when they are received. There are certain tax benefits to do it this way in Colorado.

Dave

@ Kelroy, Found them, for some reason gmail decided they were spam. I guess I need to check the spam folder once in a while. Anyway, your refund will be processed tomorrow.

Dave

@StoneMtnMinis: You are not the first person person who has experienced gmail sending important email to spam. It has happened to me a few times.

Dave, another example of great customer service! I'm in retail and I can assure everyone that mistakes happen. Sometimes they're our fault and sometimes not. Please don't rush to judge a retailer for making a mistake but by how they handle it.

Classy response, Dave, and nice to hear everything is sorting out. Mistakes happen.

Daryl

@StoneMtnMinis (Dave), I appreciate your candor and promptness here. Also, I apologize for any snarky comments in my emails. I admit to being surprised before by your non-response considering how well things had gone.

Thank you,
Kelly

He found my order as well and shipped it the next day. I always had great communication from Dave. I hadn't e-mailed abut my 3/31 order because when I placed my first order he said they were slammed and it would be awhile, when this one didn't show up right away, I just assumed they were still slammed. But apparently mine slipped through the cracks and Dave fixed it pronto.