I ordered a pack of ACW25 (CSA Skirmishers) and some of the figures are the wrong ones. Instead of standing/firing figures, I received what I think are heavy artillery crews.
I sent an email to GHQ's customer service but have not received a reply. Should I just go ahead and return the pack with a letter of explanation and ask for an exchange?
I didn't want to do anything until GHQ told me what the correct policy is.
Thanks.
What is GHQ's return policy?
Moderators: GHQ, dnichols, Mk 1
-
Mk 1
- E5
- Posts: 2383
- Joined: Fri Dec 24, 2004 3:21 am
- Location: Silicon Valley, CA
Not speaking for GHQ, but I would suggest you hang on for a reply to your email.
In my own experience, GHQ customer service has been very eager to work with me on any issues I have raised. One time on a routine order they made an error on one line item, and I received something other than what I ordered. I contacted them and pointed it out, and was completely satisfied with their response. I have also done a couple of special orders that were kind of complicated, that were flawlessly executed. The key is not that they are perfect ... no company is. Rather, they seem to care about their customers and listen well, and are gracious in rectifying any mistakes that are pointed out.
However, they are a small company, and depending on the incoming message traffic, it may well take them a couple of working days to get through things.
If you don't hear back from them in two or three working days, I'd send them another message. May be that they didn't get your message, or their reply was intercepted by an email gremlin, etc.
In my own experience, GHQ customer service has been very eager to work with me on any issues I have raised. One time on a routine order they made an error on one line item, and I received something other than what I ordered. I contacted them and pointed it out, and was completely satisfied with their response. I have also done a couple of special orders that were kind of complicated, that were flawlessly executed. The key is not that they are perfect ... no company is. Rather, they seem to care about their customers and listen well, and are gracious in rectifying any mistakes that are pointed out.
However, they are a small company, and depending on the incoming message traffic, it may well take them a couple of working days to get through things.
If you don't hear back from them in two or three working days, I'd send them another message. May be that they didn't get your message, or their reply was intercepted by an email gremlin, etc.
-Mark 1
Difficile est, saturam non scribere.
"It is hard NOT to write satire." - Decimus Iunius Juvenalis, 1st Century AD
Difficile est, saturam non scribere.
"It is hard NOT to write satire." - Decimus Iunius Juvenalis, 1st Century AD
-
av8rmongo
- E5
- Posts: 1637
- Joined: Sat Dec 11, 2004 8:24 pm
- Location: Newport, RI
- Contact:
I'll echo what Mk1 has said. They've rarely messed up one of my orders but they'll always work with you to fix it.
Paul
Paul
“It's a beautiful thing, the destruction of words.â€
― George Orwell, 1984
People sleep peaceably in their beds at night only because rough men stand ready to do violence on their behalf.
- George Orwell
http://av8rmongo.wordpress.com
― George Orwell, 1984
People sleep peaceably in their beds at night only because rough men stand ready to do violence on their behalf.
- George Orwell
http://av8rmongo.wordpress.com
-
jb
- E5
- Posts: 2160
- Joined: Fri Mar 11, 2005 7:13 am
- Location: Antananarivo
...on each package is an "unconditional guarantee". They do stand by it. I've dealt with them for over 30 years, I beleive they will take care of your problem.Ooh Rah wrote:Thanks for the advice. I'll send an email a day until GHQ responds. I thought there might be a return policy posted somewhere on the website and I just couldn't find it.
John
-
thenorthman
- E5
- Posts: 200
- Joined: Mon Jul 25, 2005 2:12 am
- Location: North Bonneville, WA
Sending an email a day will not help matters any though.
All that does is make it longer for them to reply to the next person!
You posted your first comment on a Friday which makes me assume you sent the first email either that morning or Thursday. Any buisness you should expect at least a 24 to 48 hour (buissness days) response.
Sean
All that does is make it longer for them to reply to the next person!
You posted your first comment on a Friday which makes me assume you sent the first email either that morning or Thursday. Any buisness you should expect at least a 24 to 48 hour (buissness days) response.
Sean
-
Ooh Rah
- Posts: 9
- Joined: Fri Dec 29, 2006 8:06 am
Thanks, Chris. Maybe there is a problem with the cs email address. My original email was sent to GHQ on Tuesday, 7/31, after normal business hours. My post here at the forum was on Friday, 8/3, after normal business hours. So, I did allow 3 full business days for GHQ to respond before posting my question here, despite assumptions to the contrary.
I have had a rash of bad luck recently from several online miniatures vendors. I am spending a lot of time following up with each vendor to get what I ordered. Each vendor has a different return policy, thus my original inquiry to determine GHQ's return policy.
II'll try one more email on Monday and if GHQ doesn't reply by the end of the week, then I'll use the toll free number on Friday. Thanks all for the reassurances that GHQ will resolve this issue!
I have had a rash of bad luck recently from several online miniatures vendors. I am spending a lot of time following up with each vendor to get what I ordered. Each vendor has a different return policy, thus my original inquiry to determine GHQ's return policy.
II'll try one more email on Monday and if GHQ doesn't reply by the end of the week, then I'll use the toll free number on Friday. Thanks all for the reassurances that GHQ will resolve this issue!
-
GHQ
- Site Admin
- Posts: 714
- Joined: Tue Oct 19, 2004 1:50 am
- Location: Minneapolis, MN, USA
Here is our return policy as it is written on the bottom of every sales receipt:
***Please review your order carefully. Report any inaccuracies/disputes within 7 days. All merchandise for exchanges/refunds must be in salable condition, accompanied by this original receipt, and be requested within 30 days. All shipping charges for returns/exchanges are the responsibility of the customer. Thank you, GHQ.
We generally are able to reply to e-mails the same day, or the next business day depending on when the e-mail comes in. We have been extremely busy lately, and some questions may take longer to get the correct answer than others.
If you ever have a problem with a packing error, missing part, etc., just send us an e-mail that includes your name, address, the GHQ stock number of the pack, and a description of the part, and we will take care of it.
Thank you for your support,
GHQ
***Please review your order carefully. Report any inaccuracies/disputes within 7 days. All merchandise for exchanges/refunds must be in salable condition, accompanied by this original receipt, and be requested within 30 days. All shipping charges for returns/exchanges are the responsibility of the customer. Thank you, GHQ.
We generally are able to reply to e-mails the same day, or the next business day depending on when the e-mail comes in. We have been extremely busy lately, and some questions may take longer to get the correct answer than others.
If you ever have a problem with a packing error, missing part, etc., just send us an e-mail that includes your name, address, the GHQ stock number of the pack, and a description of the part, and we will take care of it.
Thank you for your support,
GHQ