Does anyone else have bad customer service experience with Tritex-games uk?

[MicroManager 36]

I'm getting no response from their customer service whatsoever for days now... Does anyone have any info on what is going on with Tritex-games uk? Are they closing business or just have unresponsive customer service... 

Edited September 24 by MicroManager

[Caimheul1313 2,990]

@MicroManager I can't speak to your specific instance, but if you aren't getting a response from emails/website contact to customer service, I'd recommend trying to reach them on telephone, Facebook, or other social media.

[MicroManager 36]

Thanks. Might as well give that a try on monday (Have tried every other listed customer service  channel that used to yield a response but total radio silence for a week now...) 

[MicroManager 36]

Well, I finally got a response from their customer service, but only after writing them that I wished to cancel my preordered bx series droids 😞

They then told me that hadn't shipped them as they hadn't been released yet. 

I then wrote them a polite email informing them that the bx droids were already released on the 28th of august, and that I would like to cancel my order. 

Then I got an email saying that they had just gotten hold of a fresh shipment ready to ship if I was still interested. 

I replied that if that was indeed the case, then by all means please do ship my order....... Then again... Nothing.... 😐

I wrote them again to make sure that my email had reached them and that  my ordered bx droids were actually shipping to me. 

Tritex games confirmed that they were indeed packed and shipping. 

Since I never received a shipping notice, as they used send me with my previous orders.. I wrote them again... And.... Surprise....... nothing! 

Finally I got the reply that they hadn't actually shipped anything, because they had a wrong item delivered and now couldn't tell me when my order would be in stock again.... And then asked what I wished to do? 

I asked politely for a cancellation and a refund, and now.... You guessed it.... Radio silence once more😫

 

 

 

 

 

[5particus 205]

1 hour ago, MicroManager said:

Well, I finally got a response from their customer service, but only after writing them that I wished to cancel my preordered bx series droids 😞

They then told me that hadn't shipped them as they hadn't been released yet. 

I then wrote them a polite email informing them that the bx droids were already released on the 28th of august, and that I would like to cancel my order. 

Then I got an email saying that they had just gotten hold of a fresh shipment ready to ship if I was still interested. 

I replied that if that was indeed the case, then by all means please do ship my order....... Then again... Nothing.... 😐

I wrote them again to make sure that my email had reached them and that  my ordered bx droids were actually shipping to me. 

Tritex games confirmed that they were indeed packed and shipping. 

Since I never received a shipping notice, as they used send me with my previous orders.. I wrote them again... And.... Surprise....... nothing! 

Finally I got the reply that they hadn't actually shipped anything, because they had a wrong item delivered and now couldn't tell me when my order would be in stock again.... And then asked what I wished to do? 

I asked politely for a cancellation and a refund, and now.... You guessed it.... Radio silence once more😫

 

oof, that sounds rough, i have not had any dealings with them myself but it sounds like they have taken a poor situation (latest releases not having enough stock) and tried to promise everyone that ordered some their entire order. sounds like a crappy thing to do.

My LFGS got in 6 of the 12 ARCs that they ordered and just said 1st to order gets one then the second gets one and so on until they got to the end of the list then first to order gets a second one if they ordered it, works out fairest, as many people as possible gets one so nobody is too pissed off and the people that ordered first get priority. they did the same with the BX, AT-RTs and STAPs

[MicroManager 36]

All Quiet on the Western Front...... 😞

[JediPartisan 810]

I’ve never ordered from that store (mainly because I live in Canada), but I just contacted my local stores (as in, in Canada) and they gave me the same sob story of BX and ARCs not being released yet, but not released only in Canada. They claimed that the Canadian distributor was different from the American one.

Now I know that FFG’s distributors suck, badly, but I didn’t buy the not released story for a second. I gave them a week to get it sorted, or I’ll be asking for a refund too.

I think the biggest problem is that FFG’s distributor is one that needs to be bothered, relentlessly, and most game stores just want to place the order then go for coffee (so to speak). I’ve encountered more than one company like that through work. The squeaky wheel gets the grease, but someone removed the squeaker from our game stores.

[Alan Noir 426]

Zatu are very reliable for UK sales. I'm not in UK and it still isnworth my while to buy from them. They even went out ofnthwir way to split my orders and post stuff at their own cost because of production delays. Pity stock in general is low, but theyre really great to deal with. 

[Caimheul1313 2,990]

If you used a credit card, I would look into options to handle this situation. I know a chargeback is often an option, where your credit card company gets the money back for you. Your tried to cancel the order repeatedly, and the company has shown an unwillingness to do so. I'm not sure what the rules for you are, but that seems like valid grounds to dispute the charge (failure to deliver promised goods).

[Roenick 0]

I used them to buy Krennic...was expected to arrive on 1st Oct....but by 8th nothing. As I used Ebay (and my credit card) I felt safe enough. However, even though I just wanted Krennic and was expecting some contact about reclaiming post etc....they just refunded me without any explanation or even contact. 

 

It felt a bit weird to be honest, most sellers apologise or even ask for you to complete something about lost post (only had this one other time in about 10 years of ebay)

Zatu are my fav to buy from.

 

I think from my experience with them and reading this, I will have to mark them as a bit suspect for purchases....yet they have a whopping 99% positive rating. 

 

Have you tried phoning them? 

+44 (0)7828 045467 

 customercare@tritex-games.co.uk

 

 

 

 

[54NCH32 1,613]

D*mn. Can't help the situation much, but I can heartily recommended goblin games or bgextras for future orders. Been using both for years (UK) and they have never let me down, and any rare issues that did come up were dealt with brilliantly

Edited October 17 by 54NCH32

[Jedirev 344]

On 9/24/2020 at 8:30 PM, MicroManager said:

All Quiet on the Western Front...... 😞

Edit - just noticed this is a month old! Did you get your order?

Ok... so you're in the UK so you have incredibly good consumer protections under the Consumer Protection Act 1987, and the Consumer Contracts Regulations.  See here for some details. Reading your story, it looks as if you've done nothing wrong in asking for a refund on an undelivered order.

A lot of UK businesses are struggling because of the impact of Covid-19, and they might be experiencing cashflow problems. You could ask them if that is the case and seek some resolution - but they have legal obligations to you as a customer. 

Staffordshire County Council Trading Standards is where you go to resolve it if they don't refund you in a timely fashion. You can find that here. 

Whatever you do, by kind to them. Covid is a rubbish situation and its overwhelming a lot of small businesses. Asmodee stock issues will be compounded by it. Doesn't excuse their poor behaviour, but it doesn't give us a right to be mean either.

Edited October 17 by Jedirev