"Naming Names....the New Wave Customer "disservice"" Topic

Ok, I was "warned"...and so have they been...so here goes.

Ordered 3 Masqurade "Exclusive" Amazon archer figures on FEBRUARY 28th, 2003, (date my checking account debited). Have sent SEVERAL emails...NO response...Contacted by phone three weeks ago and talked to "nameless" male rep, who said figures were "backordered" but would be in by the next friday. Waited another week or two...sent more emails, requests for merchandise/refund...STILL no response as of 5/11. Since it was via my debit card, not sure what bank can do, but will be trying as of bank opening 5/12. The figures are STILL for sale on site, NO WORD about "backorder" and "most orders shipped in 24-48 hrs" still on site.

Will advise if I get figures or refund or neither, but in any case...I won't risk my hard-earned cash with this merchant again, even for "exclusives"...I don't feel it's "worth it". I'm sorry to have to "ding" somebody like this, but I have tried, several times to work with them on a couple other "back orders" and always been "slow". No more. Draw your own conclusions and decide for yourself. You have been "warned"....Caveat emptor

The fact that people still order from New Wave makes me fear for the future of the human race.

It's no wonder the apes eventually take over.

Actually, Pondman I hope it works out for you but haven't you read the countless postings of New Wave problems? What would make you order from these guys?

Will this never end? I am so sick of hearing about gamers ripped off by New Wave. The odd thing-I've talked to gamers who have been given the shaft who continue to buy from them. "Well, they only forgot to ship a 1/2 dozen miniatures, and I just had to have this one exclusive!"

And, oh ya, one guy actually said " I hope I get the figure-I figured it was worth the risk" I damn near fell off my chair laughing! Isn't that kinda like going to a store-and not being sure they are gonna let you leave with the merchandise...after you paid:) "Ah no, sorry sir, we just let you pay-you can't actually take the item home." LOL

Cincinnatus - I know what you mean, but consider this:

The allure of New Wave is that there seem to be few, if any, other manufacturers who have both so many product lines covered with news and pictures to allow people to see what they're, ahem, supposed to be getting. The other web stores out there seem to be comparatively limited in the lines they carry, or else their web sites and ordering procedures are a hassle in comparison. (*cough*hack*Brookhurst*snort*cough*)

Think of New Wave as the Wal-Mart Supercenter of miniatures - even though you know they're famous for treating people like garbage (I know several past and present employees of the sons of Sam, and the company gets away with some very despicable practices), the convenience of having everything in one place AND at low prices is hard to ignore - especially for those who don't care.

Some other gaming store should get a web guru and miniatures fan (like New Wave obviously has, and our own TMP Editor Bill is) to make their site a pleasure, and carry at least 2/3 of the lines that New Wave at least CLAIMS to carry (yes, we know they're good at saying they have things in stock when they don't). If that ever happened, and word got out, New Wave would disappear in rapid fashion - just like K-Mart, Woolworth, Zayre, and TG&Y. (If you haven't heard of some of these, you read me loud and clear...)

You might find the following link interesting:

link

It's a listing of complaints that the Atlanta Better Business Bureau has had about New Wave.

Ironically, there are 5 different open, active K-Marts within an hour's drive of me.

Monk

Well, after 1 1/2 years of not getting the merchandise I had originally ordered, countless emails & phonecalls, I have finally almost recouped my losses.
I just got most of the 2nd choice of replacements (couldn't get the first choice...), the rest are on 'backorder' (uh-oh...).
I might add that all the effort toward getting this resolved came from me, natural in a Macchiavellian society, they got what they wanted (money), I didn't (figures), so it's my move...
Advice to all the good folks out there:
New Wave has lots of shiny, pretty pictures of many hard to get miniatures on their site.
Use them for reference, like when trying to determine whether or not to buy a particular mini, then go all out, I mean DREDGE THE BOTTOM trying to find it elsewhere, even if that means orderting from Europe, Australia, or Zimbabwe!!!
Sure, the shipping will hurt, but at least you'll actually get your stuff.

I found out about Hill-City Comics by simply typing the correct name of the figure I want into Google - within the top 10-20 hits you will find a vendor that is selling what you are looking for - even on the hard to find stuff. Just scan the URLS for company names . . . .

And ordering from Canada is easy for this American but I've been tempted to order from Australia as well . . anything to get my stuff

Look there must be at least 5000 if you poor ripped of souls out there all screaming for blood and thunder on New Wave.

I have only 2 words of advice

POSSE! and LYNCHING!

We used to do it all the time in the 30's.

Ordering from Australia is dredging the bottom! What ! Look pal Australian companies SEND people the goods they have PAID for. Check any post on Eureka Miniatures to see what I mean. (not to mention castaway arts and other great aussie minis makers).

It seems to me dredging the bottom is ordering stuff from scumbag US companies like New Wave.

Scurvey,
A little over dramatic but, good point.

-MM

Only on this board could a string like this go nationalistic. I'm pretty sure there are idiots/scumbags in every country. I for instance have been ripped off from dealers on three continents. Nobody unfortuantely has the exclusive rights on jerks. BTW I have ordered from Australia on several occasions and the service was flat out fast. My 2 cents

CC

I'm actually working on getting a refund from my CC company for the stuff that hasn't been shipped (i.e. "backordered"). They haven't answered the phone or returned messages for a few weeks now, so I have grounds (according to Citibank). I've actually been out-and-out lied to about "stuff coming in next week". I just wish I'd seen these posts about them a few months ago before I ordered. But that 30% off was just too tempting (damn my cheapness...). Difinitely a "reference only" site from now on. And I WILL name names; Rick and Brandy. Where's my stuff? Answer the phone!

Scurvy, I don't think(at least hope), that Nukuhiva meant that Australia was bad "dredge". I just think(hope) that he was referring to having to order from overseas. I have ordered from Eureka a couple of times, and from Redoubt in the UK, and have had great service. However, the shipping is more expensive than if we order in the US(for those that live in the US), just as it would be more expensive for you to order from here.

With that said, I have found sometimes that it is just as inexpensive to order from overseas, because the mark-up for importers often times is more than the savings on postage.

Redoubt is my best example. I have ordered from them and had the cost be less than buying from American distributers.

Overseas postal issues become a non issue after a retailer offers free postage after X $'s. I for one have only oredered from Canada and all three times was very pleased with them outcome.

The aussie dollar hovers around 60c US. To post something from Australia to the US is not a huge amount more than posting from NYC to LA due to the fact australia post do not charge like a wounded bull. For instance to send 1kg package on fast airmail (roughly 2lbs for those that cling to imperial) costs roughly $9 USD US. It WILL be there within a week going from my experience and normaly 5 days. (I post a fair bit to the States)

To post from LA to New York at the same weight will cost you $4.49 USD US to get there hopefully within 8 days.
Now these are postage rates for what would be a large amount of minis.
So for less than the cost of 1 mini from some companies you WILL get your order sooner, from a reputable company and you being a forigner instantly get 10% off what australians pay as your not charged GST (VAT,tax) on your purchase. So at the end of the day with 10% of the standard price to start with those few extra dollars postage is offset easily.
Millsims is a large distributer here of gaming stuff
here is a link to their site milsims.com.au

check the prices (roughly halve them for USD), the selection and the postage costs. overseas orders $7 USD US postage. (with a 10% discount on the listed price!). Perhaps if more people "dreged" we would see less of these posts.

""The other web stores out there seem to be comparatively limited in the lines they carry, or else their web sites and ordering procedures are a hassle in comparison. (*cough*hack*Brookhurst*snort*cough*)""

Brookhurst is an actual store first and a website second. If you're looking for something BKH doesn't have on their website, you'd be surprised how quickly they'll respond with whether or not it is something they can get in for you. Their webmaster is a full time employee and updates the site daily in addition to his other duties.

Full-service 'web only' stores should be able to provide ranges of minis B&M stores do not have room to offer, AND shouldn't have so many issues with getting things to their customers on time.

If you've had a bad experience with Brookhurst online you should email them directly, you'd be very surprised how much better they are at responding to customers versus the subject of this topic.

Latest update...No figures, no refund...no reply from New Wave...talking to bank now...BUT in the meantime...So if NEW WAVE has "exclusives" on some stuff, like those "masqurade" Amazons...how do I get some???? I really like the figure and could use some for my amazon infantry...any Ideas folks??? (From Australia, UK or ANYWHERE besides NewWave????) Hey I've bought stuff from Eureka and GZG and Fenryll...and never had problems with shipping, fund conversion or product, so I'm OPEN to "international sales"...can anyone help????

eureka has amazons but u will have to "dredge" to get em ;)

In the interest of "fair representation"...I'm posting the email I JUST got from "Rick" at New Wave, to which I responded with POLITE request for immediate shipping of my merchandise or refund...here's the email he sent that I just replied to:

Date: Mon, 12 May 2003 13:25:58 -0400
To: "David Pinnick"
Subject: Help

David,

It has been brought to my attention that you have not received the service that you deserve. If you could email me at returns@newwave.org with your grievance, then I will see what I can do to take care of the problem for you. Please feel free to email me at returns@newwave.org if you have any questions or comments.

Thank You
Rick
New Wave

*************************

Now we'll see what "happens"...but I did want to be "fair" in that they did finally contact me today...(after my postings??? hmmmmmmm.....)

Pondman, do you think they've actually read what's been said about them over the last few months? They been trashed on a regular basis on these boards and I find it hard to believe they're just now getting "it". The fact is to the readership of TMP their reputation is TRASHED and I for one would order from anyone before thinking oof ordering from them. Good Luck..

I ordered from Brookhurst and they flat out told me somethig was'nt in stock, but that when it came in they would get it to me. I ordered a ton of Peter Pig stuff, about half of it arrived 3 days later, the rest arrived about 2 months later in 3 separate packages. All of the subsequent packages were post free and I was only hit up for the $6 S&H once. I was most pleased, even though it took a while to get the stuff, I know it was'nt there fault.

I will and do call Brookhurst for some of the hard to get stuff and they have always come through, sooner or later.

Yoda flies

Wow, that's some really bad customer service. I was thinking of ordering figures from them, thanks for the heads up.

Problems like dealing with them is something I don't need. 81 complaints to Better Business in last 12 months!

Pondman I should of said look at Shadowforge temple guard . VV nice amazon figs.

I didn't mean to imply that Brookhurst had poor service or had nothing in stock - only that their website design isn't as user-friendly as New Wave's. Now, I'm with all of you in saying that a detailed web site does not make a good store, but what keeps New Wave going is the influx of customers attracted to the apparent content of the place, and who are unaware, unlike us, that it has horrifically poor service.

I wonder how many complaints to the Georgia BBB it takes before they do something to New Wave.

Hey Scurvy, thanks for the tip! actually the "tribal types" are more in tune with the "missing" Masqurade amazon archer figs I'd tried to get from NW...who knows, maybe Masqurade will read the boards and decide to try something else themselves????Carpe' diem!

And I thank you pondman for improving our hopeless trade deficet.

Londorl - thanks for picking up the intended vibe of my post. In no way was this meant as a jab at Aussie companies, I've posted many good reviews of especially Eureka and Evil Gong.
Scurvey - maybe take a second look at a post before going off half-cocked over something you didn't really read.
Pondman - yeah, I got probably a half dozen or more emails like that one from New Wave, where they tell you to explain your grievances. Still took 18 months of MY efforts to get this thing ALMOST resolved.
Go to www.coolminiornot.com (or is it .org?), they are in some way very closely affiliated with New Wave (same owner or something).
Amazing how their message boards have nothing but praise for NW, and whenever a dissenter sneaks one in, the moderator shows up telling them to email him with their problems....
After which the thread quickly dies....

I mean DREDGE THE BOTTOM trying to find it elsewhere, even if that means orderting from Europe, Australia, or Zimbabwe!!!

perhaps using

I mean SEARCH THE FAR CORNERS OF THE GLOBE trying to find it elsewhere, even if that means orderting from Europe, Australia, or Zimbabwe!!!

might of been a little clearer and less insulting sounding.

but yes point taken

Scurvy Bartella III -
Not true :-)

ALMOST THE "FINAL CHAPTER" in this Customer Service "saga"..

In all fairness, I'm posting the email I JUST got from NWMO... Close Window

Date: Wed, 14 May 2003 14:28:24 -0400
To: "David Pinnick"
From: "Returns"
Subject: Re: Status of my order, please...Merchandise or complete refund

Dave,

Below is a copy of the email that I sent to you yesterday. I have re-sent it today.

--------------------------------------------------------------------------------
David,

We have refunded your credit card the $20.92 for your order. This includes 3 MM01-006 @ 4.99 + 5.95 S/H. You will see this amount posted to your credit card in next 48 hours. Please feel free to email me at returns@newwave.org if you have any questions or comments.

Thank You
Rick
New Wave

**********************
Note: the email that he sent me another copy of in this email just happened to arrive at same time "original email" he'd sent arrived. I don't know if it was yahoo, the internet in general of "cosmic rays"...

I'll be checking my bank/creditcard account and let y'all know IF/When it does post...but in meantime...Now I have to find SOMEWAY to locate those "exclusive" Amazon archer figures Masqurade made...*sigh* Any ideas folks?
Pondman1955

Well, I checked my bank account today and NEW WAVE HAS CREDITED my account for the merchandise I paid for and never received. No real explanation as to WHY they couldn't fill a simple order, or real apology...but at least I got my money back...now all I have to do is find a way to get the figures from someplace else. It seems that Masqurade has an "Exclusive" deal with New Wave to be the only US distrib for their figures...so I have to find someone outside US to get them from...and suggestions folks?????

I want the amazon archers from Masqurade...

Pondman- Perhaps you could write a formal letter to the manufacturer and state your dissatisfaction with the U.S. distributor they are using exclusively. If a distributor annoys and alienates customers then the manufacturer with such evidence "may" have legal grounds to void an exclusive sales contract and find other distributors. I'm not a lawyer though. You have your money back but the manufacturer may have lost the sale because of poor customer service on the part of their U.S. distributor.

On the flip side we don't have all the information on the relationship between the distributor and manufacturer. Many times the supply trouble starts at the production side.

At a convention once, I had a good person to person talk with a different online retailer/distributor who was venting about not getting the products he ordered from a miniatures company overseas. If the middle man is told next week and passes that info to the customer then yes he will look bad if the factory gave him the wrong story a few times. I've heard similar stories about this from people using construction contractors who get building supplies direct shipped. "I spoke with the warehouse and your windows will be here next Monday". Who is the liar when it takes 3 weeks longer?

I assume from the information presented that New Wave may be horrible in customer service but are they the sole culprit in the supply chain?

Ok, lets get "real" about this issue of "distributers being late, etc"...First of all New Wave had the items listed as being in stock when I ordered. I NEVER saw anything on the site about, "due to overwhelming response" etc...on the figures. I didnt' know about it being on "back order"...till I finally got someone on phone...much later, after several unanswered emails. In fact, I was told at the time I was told it had been backordered, it was due in later that week...STILL no figures or response...till I posted on TMP. This isn't the first time I had the problem with them, but I was trying to be "fair" as I know there are "supply problems" etc. BUT, OTHER distribs NOTIFY people, either by email or letter on that. I NEVER had this problem with Discount Hobby for example..EVER. If it's out of stock...it's noted on site or via other communication.

Maybe they're not the "sole culprit" in supply chain, but CONTINUING to accept orders on items that are already backordered as much as I was led to belive...and STILL not inform people at time of order....just isn't "right". No, I don't know the "whole story"...but after repeated problems with same distributor on different brands...you begin to wonder. I have to admit they were efficient at returning my funds, after this LAST communication...but they were even faster taking them out in the first place..

I think it's time to put this "thread" to "rest"...I got my money back...and I tried to be "fair" about the process. I've tried to have others compare notes in the hope that New Wave, (like others), read these boards and "get the hint"...and to provide "heads up" for those who havent' tried them yet, to maybe think about things too.

The "final vote" is with the consumer. If ANY company treats their customers, like they're doing them a favor taking their money...then, eventually...it will stop coming in...

This is one "election" we can all "vote" in...IF we don't get what is promised, as promised, when promised...complain and do it loudly! Just make sure you "log" everything, in case the other party TRIES to get "heavy" with legal stuff...as some have mentioned on these boards. I work hard for my money and I choose to spend it where my business is wanted, needed and appreciated. It doesn't matter whether it's $20 or $200...my cash is just as good as anyone else's...IF certain companies, (as mentioned here), choose to NOT take me or my purchasing power seriously...well, there's other advertisers here on this board who DO want my business, overseas or not. Maybe New Wave and others with "similar issues" will learn. From what I read on the BBB info...it certainly doesn't LOOK like it...yet! Carpe' Diem and Caveat Emptor!
Pondman1955

Pondman - try www.masq-mini.de , that should be the Masquerade home.