I purchase a lot of games online and this is the by far the worst service I have received. Ordered 10th March for a birthday present for my partner. Nothing turned up. I emailed to complain and was told I had to wait 15days. I waited and then replied. No response. I tried again. No response. Both phonelines are permanently engaged. I have been civil and reasonable but this is reprehensible.
Reading online reviews here and on boardgames forums I see this is appears to be standard practice for this company.
Taking money and not supplying goods/refund is criminal plain and simple. I will be taking further if this matter is not resolved this week.
I strongly advise any prospective customers to look elsewhere.
I order nearly £150 of goods in January. Have still not revived my goods. Have repeatedly failed to respond to emails. The phone is always engached. Am making a compliant to trading standards and looking in to making a claim in the small caims court to recover the money rocket hobbies have taken! No customer service at all! Using this company was a major mistake! Would advice any potential customers to look elsewhere. At best they are incompetent at worst actually corrupt! Without doubt the worst service I have ever received from any games company...
Made a £53.93 purchace using a credit card. After two weeks I made an enquiry as to the status of the order as I had received no news. One week later Rocket Hobbies replied claiming to have send out the item, no explaination was given for the delay. They suggested that I contacted Royal Mail to find out what happened to it. They had no record of the item. 3 months on I have received nothing. I have been nothing but polite and patient with the company who now completely ignore my emails. I have given up on ever receiving my item I have ordered but I would like a full refund. I am very disappointed and I would never order from Rocket Hobbies ever again and I recommend that no one else does either as this company does not care about customer service.
Up until now the goods have always arrived. the latest order was for a christmas present. The money was taken on the 2nd December 2012 and we are now in early April 2013 and still no goods.
The last response was in February saying that the goods were in the warehouse and would be shipped asap. Since then nothing.
No response to phone calls or other communication media.
Have asked for refund and totally ignored - will now ask Dad to report to the office of fair trading and the police for fraud
This company is absolutely terrible, firstly it is impossible to get though to anyone on phone if you ever have an issue. They will respond to any initial email correspondence but then they won't follow through with anything they say and will then point blank ignore if you ask for a refund or try to complain.
When I placed my order I was waiting weeks because they had apparently had a stock issue, then it was finally marked as dispatched on the website, although it never turned up! I tried to ask them to resend or refund me, they asked me to check with my local sorting office to see if it was there, I went and checked and then emailed them to ask them to uphold there agreement, never heard anything from them after that, must have sent at least 6 emails and not one reply.
A 1 star rating here suggests unreasonable and rude conduct. in the case of Rocket Hobbies even this is too good as this assumes some form of communication occured. Their customer service in non existant.
I placed an order with them via their website, they took the money and then nothing, no delivery, nothing. Depsite numerous calls to the number on their site at the times stated as available there was never an answer. Have tried contact by email and even skype, but got no response of any kind.
I have registered a dispute through PayPal.
I recommend that you DO NOT USE THIS COMPANY.
By way of an update I can say that Paypal resolved the claim and I recieved a full refund from Paypal. I've still not heard anything from Rocket Hobbies. For your own sake AVOID THIS COMPANY.
What I expect from an online shop?
A confirmation email of my order.
Notification within 2 days of whether there are any items out of stock/discontinued and then option to either cancel or backorder.
Notification of dispatch with Tracking Number.
What I don't expect :
To spend 2 hours every day calling and no one answering (This phone must have the ringer switched off, as the amount of times I've called would drive anyone mad)
To not get timely responses by email to any of my queries.
To finally get an email telling me that items are discontinued, tell me a delivery date for the items that are allegedly in stock and then sit indoors for 2 days waiting for a parcel that never shows up
To spend more time sending sending emails/ trying to get through on the phone.
Thought I was clever spending £230 on goods which I would have bought for £270 from GW, wish I never found Rocket Hobbies.
Patience has nothing to do with it. I spend over 200 quid online, I want to know if there any problems right away and notified when it will be sent, by who and with a tracking number.That way the company I am ordering from would have done their job properly.
Poor poor service.
The most probable reason that you are reading this page is most likely because you are in the same situation. Wish I had read some reviews before placing an order. I would have gone down the guaranteed satisfaction root through GW, where you are notified throughout the ordering and dispatch process for a fraction more money.
So unhappy and am still in the dark of whether I'm actually going to receive anything from this company or not.
So the question is, do I order the same goods from GW and wait for my paypal refund? I never thought that this hobby would get me so irate!
I placed an order on 18/1, some items were out of stock listed as 'up to 10 day to get in stock'. I waited a full month then, as they seem to recommend to people on Facebook using e-mail not ringing, sent in an e-mail asking if there was a problem with the order.
After a week with no reply I put a message on their Facebook stating my concern, this was skipped over to answer someone asking about special ordering products. A week after that I sent another e-mail asking for a refund, as their poor customer service/unacceptable delays were really getting to me. That was 2 weeks ago and still not a single reply!
This level of service is unacceptable, I've put a final Facebook message up today asking for some kind of communication, but if I get no reply I'll feel I have no choice but to take the issue further.
I ordered with Rocket Hobbies for the first time, because the price of the items was about the best I could find and the items required were shown as 'In Stock', so I bought them as a birthday gift. Several days went past, my money was taken, but had no communications from the company regarding the status of the order, which remained as 'order accepted' on the site.
I attempted to call Rocket Hobbies for three days straight (half-hourly on one day...) using both customer service numbers shown on the site, during the published opening times and NONE of my calls were answered. There was no auto-attendant to manage customer expectations. I received one very blunt email in response to my own enquiry, stating that items ordered were actually out of stock (despite showing as otherwise at the time) and that I would have to wait longer. They did not address any of my points about urgently requiring them, offering an alternative solution, apologising for completely ignoring my telephone calls and left me even more frustrated than before. They stated that items shown as 'in stock' may actually require a special order, but this was in no way made clear on the site. The sender was not even courteous enough to sign the email off with their name.
Because of the tone of the email, I responded asking for a refund (Friday), but as this was not answered on the following published business day (Saturday), I filed and escalated a claim for the money to be returned by Paypal on the Monday. This was quickly acknowledged by the company, who, despite stating they do not work Mondays, responded Monday evening.
Upon reading other customer reviews, it seems as though, unless you live locally to the vendor in Canterbury, you receive no customer service whatsoever and have to threaten action that could damage the company reputation (seller fraud investigators, for example) in order to get anything out of them. As the proprietor of my own small business, I would be embarrassed if any of my customers were treated in this manner. I try and support small / independant retailers, but sourced replacements for these items from a mainstream store and will continue to do so going forwards.
I have also fed back my experience to fellow gamers at my local club, of whom approximately two-dozen are expressing interest in this range and would have provided potential custom for this vendor in the future.
Ordered from the company on the 2nd February and was still waiting by the 20th. I sent an email just asking if they could estimate when it might be dispatched (not even a definite date) - I had no reply. I sent the email again on the 25th and I still got no reply and still waiting - (yes I have checked through the spam filter). I have tried phoning several times during the contact times that are listed but the phone is never picked up.
I apologise if asking for an estimate on the dispatch date has offeneded them somehow but I just genuinely want to plan ahead and the lack of any information/ contact is extremely frustrating to the point where I am now considering getting a refund and going elsewhere. This is a real shame as they were quite good with a previous order.
I am highly dispeasled with rockethobbies. First of all i placed my order on 28th januari and it took them 2 weeks to sort and send my order. Everything was in stock, i checked it when i ordered, checked it again after a week or so. I was just about to cancel it, i mailed them this and they said they would send it that day, monday the 11th. Status was changed to shipped. But i highly doubt this is the case, because i still haven't recieved it.
Second, this isn't the first time. I placed an order with them before and i had to wait, and wait, and wait until i decided to send them a mail about canceling my order and suddenly it was shipped. That one also took way to long.
They say they have problems with staff and the number of orders. Well let them put that on their site and inform costumers about it. I personally would rather go to Wayland, because although they aren't the quickest either, they are quicker than Rockethobbies (hard to believe, i know). But in the future i think i'm ordering from Games Workshop themselfs. Sure it costs more, quite a lot more, but at least the time between ordering and recieving never exceeds 5 days. Thats a whole of a lot better than 27 days (and counting).
I just have to wait i guess, but i would recomend you think a lot before ordering with them, because it might just take 30+ days to recieve your order. Expect a very, very long wait if you order with them.
P.S. About the good reviews about Rockethobbies, you notice they all live in Canterbury? Guess where Rockethobbies is... :-P
In response to your reply;
As I looked before ordering, all of the items were in stock, according to your site. I looked after a week, still all the items I ordered were in stock. Unless that is not updated, which is misleading, just like not informing costumers that you're having problems. If I had seen that the items were not in stock I might not have ordered them. That's my whole point...
I already did contact the costumer service, but as of yet, I got no reply.
And i got a reply on my question why it was taking so long, and Rockethobbies wrote; "Hi, I am very sorry for the delay, we have been struggling with the number of orders and staffing issues, both orders will be dispatched today. Best regards,"
That is a whole other problem than items that are not in stock.
No mention of any kind has been made to me during the whole period my order was being handled that items were out of stock. Could have saved me a lot of frustration, if true.
I contacted Paypal about the matter, and opened an issue.
After 40 days, without hearing anyting from Rockethobbies, Paypal took my money from their account and refunded me. I am never, ever, ordering from Rockethobbies again. If you have the same problem, good luck to you, you'll need it.
Staff are always helpful, and are more than willing to add items if you request them. The "customer collect" option for deliveries is great for saving on postage. Turnaround time on orders is much quicker than other companies I have used. I have ordered several times from Rocket Hobbies and will definitely continue to do so.
Ordered on a Saturday night, finally got my order 16 days later. No email confirming my order, no email explaining the delay, nothing. I was just about to start pursuing a refund when the order arrived.
Rocket Hobbies are useless, rude and mess up constantly then put the blame on the customer. Avoid at all costs. One of the worst companies Ive ever had to deal with. Really disgusted. I got back into the hobby and have been burned by a few companies this being the worst and maelstrom. For your own sake AVOID! There are a few other stores that are run by gamers for gamers. Use them these are not.
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