"I had been a customer with this company for 15+years, only heard they were going out of business in july, 6 months after i had placed my order for the super star destroyer from armada with them. When i tried to get a hold of them it took 2 weeks to finally get on the phone with neal, he told me he would mail a check for the amount, 170ish, back to me as a refund. Nearly a month later: no check and hes no longer answering his calls. What a terrible way to end a business relationship. "
"I am sorry but I will not be able to shop here ever again.
I understand something being out of stock but it has been months at this point when they said 4 weeks tops.
I received 2 partial shipments and the bulk of my order is still out there. After about 10 emails I still have heard nothing and will be submitting a chargeback very soon. "
"I decided to try this site out, it was a "tad" cheaper since I was ordering quite a few items. (wish I paid the little bit extra for the extra customer service at other places)
1. I ONLY ordered items in stock, turns out stock is not updated.
2. Items all said shipped with 1-2 days.
3. A week later I went to the website and saw nothing about my order...no shipped, no tracking, nothing (it seems they don't have any update system of any kind, not sure since all my questions in emails regarding this was ignored...so instead of saying "yeah we **** at this" it was better to not say anything I guess.)
4. I sent email asking questions about the site and updates of any kind including tracking...I mean I had no idea if they were sent or not even. Like thanks for your money and never hear from them again.
5. He responded saying he had stuff coming from lots of warehouses... well it is certainly hard to ship in 1-2 days if you don't even have the product you say is "In Stock" so the "In stock" feature is worthless on his site. He said he would get "in stock items moving right away"---again ignoring my other questions.
6. 3 days after his response I asked more questions regarding if shipped and how to tell if it is shipped or not and if it was shipped any tracking information. I told him I ordered 2 weeks prior to my week long vacation and now since it is taking WAY longer than stated I didn't want it sitting on my doorstep for a week..maybe get stolen.
7. Next day he sent invoice for 1st "part" being sent since the rest wasn't in stock yet. ---ignored ALL my questions, my entire email ignored.
8. Another day he sent an invoice with the other items on it and it should be shipped in another business day. ---still never answered any of my questions
9. Same day 1st part shipped...I found out it is not a real tracking number, just one that shows it is delivered.
10. 3 days later got the 1st package, this is when I noticed an item was missing. --his first invoice he sent as being shipped had it all on there as in stock and had 4 items out of stock, this was one of the IN stock items.
11. I sent message saying I saw 2nd package shipped with invoice of 4 items, missing the other from 1st package and asked if it was going to be a 3rd shipment because it was NOW out of stock even though, online, first invoice, and first invoice he sent as what was going out had it as being shipped.
12. He got back to me 3 days later...yeah as you can see, ignoring questions completely and definitely not 24 hour responses. His email to me and I quote "No, sorry we did run out of that item" so what the hell does that mean? Never being shipped? Out of stock? Nothing, pathetic customer service. SOO I need to ask another question since he didn't bother answering it to help me at all.
13. I said , ok when can I expect a refund on the item....it has been about 2 weeks now since I ordered.
14. Next day, he emailed saying Yikes, I thought it was done already. Really? Really?
15. He refunded the money for the item.
16. Lucky when I got back from vacation the box was safe.
Moral of the story, no customer service, ALL questions was ignored except him sending invoices and about the refund. It is NOT worth saving a few pennies, go to a TON of other people...shoot go to ebay even and have that protection at least.
"
"I've been using The War Store for years as my primary online retailer and I've lost track of how many hundreds of dollars I've spent with them. The only reason I ever go anywhere else is if they just don't carry something. Looking at some of the other ratings, I have to wonder if they are using the same store I was? I've always gotten quick service, and Neal has always been great at communications. The couple times he's had trouble getting something for me, he was always quick to let me know, and offer the chance to continue waiting or get a refund."
"Order $162 worth of stuff back on March 1st. By the end of the month hadn't received or heard anything from them. So I emailed just to be ignored. Then emailed them again and he reply stating he had emailed me back the first time i needed to check spam folder. Which i have already done but did again just to make sure. Emailed him back and told him i never received it that i checked all folders. Asked why are my items all on backorder when they where in stock when I ordered. He said they dont keep anything in stock. That would be nice for them to put on website. Asked how much longer before I would get my order. He gave me the run around about how they have to wait till they receive it before they can ship it and Gw didnt fulfilled their end and ship it. Now over a month later still on back order. Emailed them back and told them I no longer need items to just refund me my money back. Bc they were a birthday gift. I received a email that started out okie dokey I'll get it done. And that was it. What kind of company reply like that? Un professional. I sent email back asking how long before I get my money back and havent received email back yet. Will never order from them again."
"I placed an order Nov. 9th. It's now December 5th and I have yet to receive my items. Their site states if item isn't received 2 weeks after ship date they will make it right. That is not true. Their site states they reply to e-mails within 24 hours, that is not true.
They keep giving me excuses. First it was - "The guys in the back with and overwhelmed with Black Friday and the PAX convention this weekend" (even though my order should take precedence as my order was weeks before black friday).
Some time later I got the excuse that it's USPS fault and not theirs. Which, i'm reasonable. I understand things happen. But the point is I have to keep requesting updates and noone has answers. So I explained that I have had only one package lost in transit before - it was from TARGET. I called TARGET and they refunded my funds immediately (it was 2 days late) and then the next day it showed up in the mail. I called TARGET and they stated keep the item for the trouble. This is what I would call customer service. I explained this to TWS and then they went on an irrelevant discussion about how TARGET has 1800 stores etc. How many stores a company has does not matter when it comes to customer service. The point was TARGET responded promptly. TheWarStore's site states 2 weeks and if still not arrived - it will be made right as the items is insured. I assume this is a lie too. Because I asked if they could login to USPS and trace the package and have it rerouted back to them (if found) and just refund me my money. They claimed they were unable to do that. And that I should run around my local post office to find the package myself.
My package is now in Pennsylvania USPS distribution center. And the last conversation I had, I was told "We understand we lost you as a future customer already so that is just something we will have to endure". In other words, nothing they are going to do to fix it because the damage is done.
I would stay away from this company. Everything that they say on their website about customer service is a lie and the people working there have zero integrity. "
"Hard to compete with huge online retailers, but Neal always keeps up with great customer service."
"Ordered online from this place because the prices were a little
lower, and the reviews I saw said shipping was fast and reliable
I wish l'd checked Google reviews first because it seems like
Mandy and I had the same experience. I ordered all items
that said they usually ship in 24 hours, checked online the next
day and their system couldn't find the order, same on day 2,
sent an email looking for the tracking number and was told
one item was backordered. Day 7 I got an email that all back
ordered items were filled and I should get a tracking number
within 24 hours, surprise surprise I didn't, so emailed, this time
no response, emailed again day 9, no response, called on day
10, and was told the order actually hadn't shipped yet but they
would ship it that day. Despite the mistakes/delays on their
part, they still shipped it cheapest/slowest way on ups, and
now, even though it's 30 minutes away from me, ups is sending
to the post office for delivery, so I can't pick it up and have to
wait until Friday, almost 3 weeks after I paid for the items. I
should've paid a couple dollars more and gone with someone
with better communication and better shipping practices.
"
"I ordered two things and a few days later received a notification that my order was being canceled due to lack of stock.
It sounds stupid but I was really impressed by the detailed apology."
"They charged my card for an item and I never heard anything else about it. I kept waiting for it to appear in my mailbox and it never did. 17 days later, I emailed them. They said they would email me back in the AM when they could check on it. They never did. I emailed again. They said they already shipped it. When I checked the tracking number, they said they had just (at the time of writing me my 2nd email) printed the label to ship it, not that it was shipped. What a scam. They charge you and wait to see if you notice you never receive the item. Then you have to email them multiple times to actually ship it. Still haven't gotten my item and probably never will."
"I loved the costumer service I recieved. A 200ml. Paint thinner was left out, so I called Neil, he didn't give me a hard time or the run around about it. He had my shipping label printed within 5 minutes and shipped that day. I will continue to purchase all my paints from The War Store!"
"I'm a long time customer and generally speaking I haven't had any issues, but today really ended my relationship with this place.
Neal has a policy of always beating anyone else's shipped price, period. Says it right on his policy page. ANY SHIPPED PRICE, PERIOD. Let me tell you that he's full of it. FRP Games sent me a quote on an order at absolute rock bottom prices. They price matched Miniature Market on their current 40% off Warmachine items despite them being out of stock, and they gave me a steep discount on two items mislabeled by google at nearly half off both. I took the quote to Neal since as mentioned, long time customer.
No can do.
Neal's excuse was that he'd be selling below cost. I sent him a link to his own page. "Any price, period." He told me that the price I got was a good deal and he flat out wasn't going to argue.
Guess he really doesn't want my business. Sure, he may not have made a buck off me today, but he lost my business for good.
Any price period. What a joke."
"I thought this was a good place to buy paints and models, but now I'll never buy from here again.
I placed an order. I checked the order two or three days later, thinking it was strange that it hadn't shipped. Half of my order was backordered. I wrote to say I was annoyed that I wasn't told that any of the items were out of stock until I checked. Neal, the owner of the War Store, said that was my fault, but asked if I wanted to exchange anything. I gave him a list.
The pending transaction for the order was cancelled, so I assumed Neal had said, "Forget it. He can figure it out." I made another order, making absolutely sure that everything was in stock. I immediately checked the status, now extremely wary of the accuracy of their "in stock" claims. Five things were backordered.
I emailed Neal and told him to ship everything in my order that he had. About two days later, he did. The next day, my original order shipped. I emailed Neal, explained my confusion, and told him I couldn't afford both orders, and that I would ship the original back as soon as I got it. I had no pending transaction for the original order by this point.
Lo and behold, I checked my bank today, and he charged me for the original order that I told him I not only did not want, but would send back immediately.
Do not trust the War Store. I'm looking for a new place to get paint from as I write this. As good as their prices are, I'd pay double to not suffer their customer service."
"Good prices and a great selection. The only drawback is the site can be a bit maddening when it comes to pretty common things like sort by price etc. Annoying but not enough to keep me from buying a good bit of hobby supplies like paint, tools, etc.
One of the only two websites I buy hobby related supplies from."
"Ordered 40k models and paintings supplies. They responded to every email within a day. Items that weren't in stock all came into stock within 3 days. Shipment was sent via UPS ground with normal trackingId you can follow on the UPS website. Packaging was well done, lots of foam to protect the items. Paints were separated in a ziplock bag. One of the items was a bottle of paint that arrived dried out. One email later, they sent a replacement with USPS First Class free of charge. Very happy with every part of the buying experience, especially the customer service. I'd buy from the War Store again."