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“Pre-order an item, pay for it, but don't expect to...”

written by Davis403 on 29/11/2016

I preordered two items from the Wayland Games website 10 days before their release date. There were no initial issues. The website allowed me to preorder, I paid for the items there and then. All good so far and happily waiting for the release date.
4 days later I received an email to inform me that despite being able to preorder and despite having already paid my money, one of the items from the order would never be in stock with Wayland due to a limited release and that they had given me store credit instead. A brief apology and store credit for the value of the item I would now not receive. You would have thought that anticipated stock levels would have been known and that if you had paid for an item you would receive it? Possibly this was a one off, an excusable issue with one particular item? Obviously not..

...3 days after the release date, I was awaiting delivery of the 2nd item from my order. I decided to send an email to enquire if it had been dispatched. To my surprise I received a reply stating that unfortunately they would have no stock of this item for a further 3 weeks after the release date! They did not send me an email to state this, I only found this out after sending them an email myself. It is unacceptable that you can pre-order an item, pay over your money then be left to chase up where the item is days after the release date, only to find out it has been delayed!

There was no offer of compensation for the delays and issues with this order. I eventually managed to convert the store credit to a refund on the first item, and now await, with not much confidence, the delayed delivery of the 2nd item. Customer support offered quick but dismissive responses and offered no suggestions to rectify the issues, instead blaming suppliers and manufacturers.

Avoid this site if you want to receive the items you have ordered and paid for. This is a clear case of misleading customers. I will never use them again and there are plenty of alternatives out there offering similar products at similar prices. Avoid.