"Poor service from Miniature Figurines" Topic

I placed an order with them over 2 months ago and have yet to receive it. I understand about the Covid pandemic and all that causing delays but I've purchased from other companies in the UK during this same time and didn't experience any delay. What's even more aggravating is sending them inquiries about my missing order and not getting a reply or receiving a "we'll look into it" answer only.

What would their nefarious motive be to do you harm ?

Russ Dunaway

No motive involved, just poor service.

There just may be some glich somewhere with something is all I am suggesting. We have had people on here that we would gladly respond to satisfy the problem --but we in fact received no communications.
I do believe in most cases this is what happens?
In the last year we have also mailed out orders to the UK that were there in one week --several took months!!
It took over 3 months for a box of Wars of Ozz stock to reach Sally4th in UK.

Russ Dunaway

Orders from UK to US are hit or miss at the moment. I've yet to receive my Wargames Illustrated April issue (it's at some bookstores however) but they are typically on time. I've had some orders arrive in 10 days and others much longer. For me it's not an indictment of some firms with tardy packages.

Guys, I've been doing business with Mini-Figs for many, many years and this has never happened before. It's not just the missing order, it's their lack of communication. I've been waiting at this point for over 9 weeks for a purchase order to be filled & delivered. Not acceptable.

Again I ask. Why would they do this on purpose?
Have they just suddenly decided they do not like you after you being a loyal and good customer for years?
Just asking you to consider the possibility that there is a communication failure?
To be clear, I understand your frustration and I have no connection to this company -- I just know that the vast majority of people in the manufacturing end of the hobby are really good honest people.
I know we at Old Glory take every measure to respond to peoples concerns and on the few occasions where there was a problem there was a glitch like things going to spam, etc ?
Russ Dunaway

Being recently retired from 50 years in the miniatures business in the UK I feel I have to agree with the customer on this one. It is unacceptable – no argument. There is no suggestion by randy51 that mini-figs are doing this deliberately for a "nefarious" reason so I don't know why Russ is even mentioning it. It seems unlikely that emails going to spam is the answer either because apparently there have been "we'll look into it" responses.

Let's be clear. It's not the delay in the arrival of the goods that's unacceptable, there are a myriad reasons these days why that can happen. It's the lack of adequate response that is unacceptable and which I find astonishing. Instant, friendly and informative communications should be at the heart of any business but particularly small businesses in a niche market. I'm frankly staggered that mini-figs don't appear to recognise this.

It would be good to hear mini-figs side of the issue. At this point, I'm basing my response on the situation as set out by randy51 and there's no reason so far to doubt the accuracy of his statement unless mini-figs offer one.

DBDD

Sorry to hear of your trouble. Recently on a Facebook thread someone complained about lack of communication from miniature figurines. I sent them a question and got a reply back the next day.

How are you trying to contact them? If it's by email then your emails could be disappearing into the proverbial "black hole". It's possible your order may have initially been overlooked with all the changes that the pandemic has done. Frustrating to be sure, but I doubt if they are purposely ignoring you. That said, I don't recollect ever getting a despatch notice from them; the goods just arrived. Hopefully, yours will, sooner or later, but it would be nice to know they have been despatched.

If it's by email then your emails could be disappearing into the proverbial "black hole".

The op mentions getting "We'll look into it" replies which suggests that email black holes are not the problem.

DBDD

D B D Day – the OP's final comment suggests that they have had no communication. Which from their previous, and my own experiences, would suggest something has gone awry.
Phone them up. That way you know that they have got the message.

@Keep Your Powder Dry – i I'm sure the op will clarify matters but he clearly implies there have been replies – unsatisfactory ones.

DBDD

I guess I have to say as disappointing as it is not getting what I paid for, it's even more disappointing because of WHO it is. I've never in 45+ years of doing business with Mini Figs had this happen before. There may indeed be a valid reason for the delay and lack of communication but as a customer it is frustrating to say the least. I thought about ringing them up but am hesitant to do that because if they're slow to answer e-mails then maybe talking to them would be a wash out too.

My orders were for some of their Matchlock 15mm ECW's. I see that Viking Forge in the US also carries some of the Match Lock list #'s but Mini-Figs has the complete line.

Try sending a note to Caliver, since I believe they are in some way affiliated with Minifigs (perhaps they now own them?).

I've had good success with them in the past, though that was pre-pandemic/lockdown.

What other reason could there be to ignore a customer other then miscommunication or on purpose/nefarious???????
Give it time.

Russ Dunaway

"What other reason could there be to ignore a customer",….good question, especially when dealing with a quality company like them. Maybe the management is not aware of their employees lackadaisical performance in filling orders? As far as giving it "time" there's little else I can do at this point.

randy51
As I have already mentioned, I totally understand your frustration.
It may not come across this way-- but I was actually trying to encourage you as I honestly think it will eventually be sorted.
It is still unfortunate and I hope you do not give up on a company that has given you years of good service because of one negative experience?

Regards
Russ Dunaway

I had a similar problem with a different company once. No communication at all for month, until I put that up with Paypal and got my money back some six month later. The company is still in business and seesm responsive to others, but I never got a single lifesign out of them.

In small one man businesses… perhaps you sometimes feel simply too tired to respond to a customer, for whatever reasons. Back from my own time when I led a company I can really understand that feeling of total overload. From the customerside its annoying at best, and once money is taken …

@randy51.

Is this the company you are trying to deal with?

randy51, your best course of action, is to telephone them, since e-mail seems to be failing. It sounds like the cost of the telephone call will relieve a great deal of stress for you. In other words, I believe it will be worth the cost. Give them a ring, and ask them about the status of your order.

I would also recommend checking with your payment service to see that the order was, in fact, charged. That way you will know for certain that the order, itself, was not lost in transit.

You have been a loyal, repeat customer, for 45+ years. I think that, by itself, warrants the investment in a telephone call, to find out what is really happening with your order.

I wish you the very best of luck. Please report back how this turns out. Cheers!

Check with your mobile carrier. Our plan has unlimited text and video messages to the UK and discounted phone calls. A few minutes on a call could save headaches.

I do hate lack of basic communication like receiving an order.

The Sarg's advice is excellent.

I suppose most of us who often order figures & rules by mail have a tale of unreceived package woe. My story is I got into a rather niche British historical period & ordered the proper minis from an English dealer (your proverbial "One Man Show" business) with a good range of distinctive models. A big plus was mounted figures with matching figures on foot. I've used them in several convention games. The service was good & prompt initially. He expanded his ranges & I ordered all of the 1st wave of those. The delivery time was always some weeks so I was patient but I eventually asked about the delay after a month passed & was told my order would be cast & sent in a week or two. This didn't happen & he quit answering my emails nor did he return my overseas call. I was out about $250 USD in 2001 dollars.

We are very satisfied customers of Caliver Books ( they make our moulds and do the casting for our ranges )and Dave has asked us to post this on his behalf as he cant access TMP at the moment.

Can you post this on my behalf

I'm quite in favour of using Social media to call out companies who are a tad slack.

Unfortunately this means that we have to endure moans whenever we are mentioned from people who I perhaps didn't smile at properly at a Convention; or customers from 35 years ago who couldn't be bothered to sort the problem out then or who don't realise that what happened then no way reflects the position now

And of course there are those who can't be bothered to do the maths…. If every customer with a problem jumps on SM , and we ship over 100,000 packets a year worldwide then perhaps a lack of complaints means that we must be doing something right- and sorting out problems beyond our control to the satisfaction of our customers

What I do object to is customers who are economical with the truth or you don't actually read their emails or check junk boxes before whingeing on sites like TMP

In this case I'm sure that Mr Carlson (if indeed it is he) has just had a lapse in memory as I personally responded to his query, explained a problem , he then replied to me discussing it and accepting a solution , and I replied back to him.

So when he says " What's even more aggravating is sending them inquiries about my missing order and not getting a reply or receiving a "we'll look into it" answer only."

I'm sure that he had no intention of lying through his teeth to prove a point on SM as he has been a long term, problem free customer, but was merely forgetful.. or perhaps mixing us up with a less efficient company

Perhaps he would like to contact me directly again

Dave Ryan

MINIFIGS

40A PERCY STREET EASTWOOD, NG16 3EP
TEL 01159 382111
caliverbooks.com HISTORY & MILITARY BOOKSELLERS & PUBLISHERS
miniaturefigurines.co.uk MINIFIGS & MATCHLOCK MINIATURES
caliverbooks.com BATTLEFIELD BUILDINGS (ex-PMC)
25,000+ Military Books, 2,000+ Different Rule sets, 25,0000 + wargames figure codes
FOLLOW US ON FACEBOOK CALIVER BOOKS or MINIATURE FIGURINES for the latest news and unique bargains and Dave has asked us to post this on his behalf as he cant access TMP at the moment.

Oh brother,…..I absolutely hate excuse makers Mr. Dave Ryan. For all your reasons, excuses, defenses, explanations, etc., the bottom line is I STILL HAVE NOT received my orders. Yes, it was quite good of you to respond to one of my messages but again, I STILL HAVE NOT received my orders,…..one of which goes back to Feb 24. And stupid me, I submitted and paid for another order after that thinking "no problem, this is a company I've done business with since the mid 70's" and never had a delay in receiving what I had purchased. "I'm sure that he had no intention of lying through his teeth",…..no, I do sometimes lie but you're not my wife or tax auditor and I usually reserve my fibs for them.

As I previously stated I was more disappointed than anything else because I did indeed always consider you folks to not be one of those "less efficient" companies.

Hmmmm, Dave isn't the only Brit having some problems accessing parts of TMP at the moment.

I just know that the vast majority of people in the manufacturing end of the hobby are really good honest people.

To the extent that there needs to a be a forum congratulating merchants for shipping their products in a timely manner?

I have defended randy51 earlier on this topic and that extraordinary reply from Dave reinforces my support of Randy. Words fail me when I contemplate a supplier responding in such terms to a customer. Added to that, i'm embarrassed that such a response came from a fellow Brit.

A quite appalling response.

DBDD

Words fail me when I contemplate a supplier responding in such terms to a customer. Added to that, i'm embarrassed that such a response came from a fellow Brit.

You've clearly never bought anything from Caliver via ebay then. I particularly enjoy reading the threatening note that accompanies every delivered ordered.