"New Wave Did A Good Job!" Topic

Hey all:

I know that New Wave is a distributor that's on the top of everyone's list. However, I ordered some CAV figures from them last week and I was told that it would take 5 business days to receive my order. Sure enough, 5 business days later, my order arrived intact and to my specifications. I've only ordered from them one other time before, and I received similar service. So far, they haven't given me any reason NOT to use them.

After placing an order with them that got split into three separate shipments, and which was not sent to me in full until two MONTHS after my initial order, despite them charging me in FULL as soon as they received the order, I still won't be using New Wave if I can avoid it.

I have used them probably four or five times over the last couple of years, mostly happily. One annoying thing they do is charge the entire order to your credit card, even if they don't have everything - and with me they often could only fill half the order. I will say this for them though, in the end I always have received the full order, with figures trickling in sometimes 3 to 4 months later!

I did have a problem with them last time. I received an email saying my order was being processed, and then nothing for over three weeks. I emailed and asked about the status of the order (and I included the order #). No response after several days. Emailed them again. No response. Emailed a third time, and I think that is when I finally got a response. I may still be missing the odd figure from that order, but if so they will eventually arrive... probably.

Like I said though - one bad(ish) experience out of five or so transactions, and they came through in the end. Not too bad. But now that I have discovered TMP with its awesome collection of links, I will probably try some other stores for the weirder figures before going back to New Wave.

-Michael

I have used them probably four or five times over the last couple of years, mostly happily. One annoying thing they do is charge the entire order to your credit card, even if they don't have everything - and with me they often could only fill half the order. I will say this for them though, in the end I always have received the full order, with figures trickling in sometimes 3 to 4 months later!

I did have a problem with them last time. I received an email saying my order was being processed, and then nothing for over three weeks. I emailed and asked about the status of the order (and I included the order #). No response after several days. Emailed them again. No response. Emailed a third time, and I think that is when I finally got a response. I may still be missing the odd figure from that order, but if so they will eventually arrive... probably.

Like I said though - one bad(ish) experience out of five or so transactions, and they came through in the end. Not too bad. But now that I have discovered TMP with its awesome collection of links, I will probably try some other stores for the weirder figures before going back to New Wave.

-Michael

link

Make your own informed decision.

1 out of 5 isnt to badish? 20% failure rate? that is acceptable?

And here I thought the good thing they did was to close up shop.

=Þ

I've heard several pros, but a lot more cons. Still, I might be tempted to make an order... But I am very attached to my hard earned cash, I am.

The person responsible for the quick courteous service has been fired for disobeying New Wave proceedures...

You probably got Fast Service Due to being their Last Remaining Customer! Too Much Of a Hassle to Deal with Them!!!

I've also always received everything I ever ordered -- once, it took nine months, but hey, it's not like I don't have thousands of unpainted minis sitting around to keep me occupied.

The poor communication problems do seem to be constant, though.

The only other problem I've ever had is that anytime that customer service said they'd do something to grease my gears, it never happened.

Over a year and they still owe me. But I gave up they never respond to e-mails. I am glad someone had something good to say. But all and all I wont deal with them and tell everyone I know to stay away.

I think it depends on what you order. I ordered the old Bloodbowl game, not much demand for that I bet. I bought it because it was just $25. They got me my order in about 2-3 days. I also ordered the new Khemri Undead Team along with the Bloodbowl game, but it never arrived. Probably because it was a high demand product. I wouldn't buy from them if it was 90% off now. What little money they made off me from the Khemri order is nothing compared to what they could have made off me if they shipped my full order. Oh an charging someone for an item before it is shipped is illegal I think here in the USA.

ya, in all fairness, they can be difficult to contact but once you know how they are very responsive. Post a new topic on their site at their Discussion Center under Customer Help and they'll get right back to you.

Also - no retailer wants to do a bad job and lose a customer so believe me they are doing every thing they can.

Finally, unlike historicals, the demand for fantasy figures is so much bigger so they have trouble keeping up with it.

But a quick posting to their forum will give you some piece of mind. I used it last year and was very pleased - they have a coupla cats there working very hard . . .

1 out of 5 isnt to badish? 20% failure rate? that is acceptable?

LOL, thats horid, those are only the people that have been driven to the break point. They still owe me 1 confrontation mini from 1.75 years ago and a set of black dice. Come on how hard is it to get a set of black dice. And it took 10 months to get the confrontation minis that i received.

And i never even bothered to file a BBB complaint, i just choose to spend my money elsewhere.

Fool me once shame on you. Fool me twice shame on me.

But this is only my experience, you can make your own informed decision.

You know this is the first time I have posted to this group. Everytime something comes up New Wave related it always the same 5 ppl bashing New Wave. Awhile ago, I wondered if all this could be true, so I decide to order with New Wave. Their prices are fairly competitive after all. I called in and spoke to helpful gentleman. I asked about some Celtos figs to use in a upcoming campaign. He told me that he had them in stock and ready to ship. I receive the figure 5 days later. I have a friend whom had a problem with New Wave. He posted to their discussion board and a couple of days later they fixed his problem. It seems to me that if you have a problem with New Wave that has not been resolved then it is your own fault.

Strife,
Check out the minidealer discussion group, and you will see that NW has hosed a lot of people that have made a lot of efforts to get the problem fixed. NW seems to do well for a week or two and then they get screwed up. The BBB report should be enough to keep anyone from ordering from them. Most complaints are never even responded to. They tend to censor posts on their discussions, so only those that will sing their praises are seen.

link

Strife, you can live your life how you want and spend your money where you choose. Im just making sure people understand what they are getting into when dealing with NW.

Happy gaming!

Stitch

And i think the BBB report indicates a few more than 5 people.

I ordered a mere 3 confrontation blisters from NW about 3 months ago now. After 2 months I received 2 and I'm still waiting on the other. I was charged the full amount and did not receive an invoice. The blister I have not got was a last of the line french blister which previous emails and the online store assured me they still had. I have sent countless emails and telephone calls and never heard back.
I will never order from them again if I can help it.

Apparently NW isn't any better at responding to the BBB than they are customers. I once read that only 5-10% of dissatisifed customers ever file a complaint. I know I never did. I just waited and waited for the rest of my ordered items to show up. Short shipments typically took 2-4 months to get the rest. The occasional shipment that arrived complete, showed up in 7-10 days. After 1-1/2 years of this along with no communication on when to expect delivery or what was shorted, I stopped ordering. To this day, I'm still not sure if I ever got everything. And oh yes, I e-mailed them plenty of times and even posted on their BB. Never got a reply and complaints tended to dissappear from their BB.

I thought Siefertma was having a laugh. Next thing we know someone will be saying that GW are wonderful.

Hey All -

We've made the offer before - and we'll do it again.

If you've been screwed by New Wave, let us know. We'll get you the same items for 40% off retail (right about cost after our expenses). JUst let us know what you're missing, if we carry it we'll get you fixed up as best we can.

BTW - I have a credit from them that is over 5 years old now. I email them once a month asking for my refund. 58 e-mails - not one response...

-Bill
www.hobbyworkshop.com

Good offer, hobbyworkshop, any chance you carry Fenryll Dragons?
Anyway, I am very sure that the $ 58.00 worth of merchandise they have owed me for well over a year now is NOT my fault, and that I have been - and continue to be - unbelievably patient and understanding.
I think the deal with them is that should all of the items you ordered be actually physically present right there in the warehouse (oh happy day), you'll get them within a relatively ok amount of time, there won't be any wrapping or cushioning in the package, they'll just drop the blisters buck nekkid in the Priority Mail box, slap some tape over it, and off ya go, lad.
Should you have ordered something that is out of stock, but easy to get (like GW), you'll probably get it...eventually.
Should you, you heathen, have ordered something that, as far as NW is concerned, exists only on their website, in cyberspace, still costs monies, of coursssssse, but isn't actually physically, um, present.....there....in evidence....,and this something isn't just your basic Space Marine you should have bought at your local store to begin with (or not at all!!), well, now, you see,........
And should you have any questions, problems, queries, or other communication concerning your transaction, or just feel like chatting with the nice folks at your friendly neighborhood New Wave, I refer you to Pink Floyd: 'Hello (echo) Is there anybody in there...?'

Hey Nukuhiva, Sorry no - no Fenryll here!

:(

-Bill

I never post to this list, and I've never filed a formal complaint, however:

Last year I ordered a large amount of miniatures. When they arrive, a good proportion of the order was listed as backordered. After four months and many phone calls, PART of the order was received. However, more than $40 worth of miniatures never arrived at all. I left numerous messages on their answering machine, and sent many emails to the owner. Once or twice, I did get a call back. Each time, I got a profuse apology, a promise of immediate action, and was told that there was a problem with an employee that had just been resolved. Nothing ever came of it... not even a followup call later.

The bottom line is this: yes, I know that only a few people actually make posts like this, but I've since met several people who have run into this issue in the Atlanta area alone... and this is their back yard. New Wave may not be malicious or they may be-- either way they still haven't fulfilled a sizable order after two years. A manufacturer regional rep I've met at a convention concurs that they receive regular complaints about New Wave as well.

I've since realized that only emails that threatened small claims court action or something have even gotten a response. I'm embarrassed to say that I never actually did sue them.

Here's the bottom line: they have an excellent, very professional web site and extremely competitive prices. Even counting the unfulfilled shipments, I've saved versus retail on my miniatures. But I would strongly recommend against them.