The Trustpilot reviews for Games Workshop are quite alarming, as it seems like they don’t have a handle on their customer service anymore…
While prices are a constant concern, this is a luxury hobby, and realistically, GW can price their products however they choose. Perhaps more concerning from these reviews is the seeming lack of customer service and communication. Not to mention the issues with getting the products from their site in the first place.
Obviously, the only people who generally leave reviews are really positive or really negative experiences. Sadly, most of them are trending towards the negative for 2023.
Trustpilot Reviews of Games Workshop are Alarming…
These reviews were spotted on Trustpilot, and many similar ones have been added since this article was written.
We’ve talked about the new site, but most of these are from before the change. Either way, the reviews have become far more negative in just the past couple of years. With 63% of reviews at 1-star, that seems like some bad optics. While some people complain about the price, that’s not really what we’re going to focus on. Games Workshop will price its products how it wants, regardless of whether any of us disagree with it.
Sometimes, they just can’t keep people happy regarding order processing or customer service, as there are plenty of reviews just like this one. According to some of these, customers’ online orders failed to process correctly, and communication broke down from there. That is a massive problem for any company, much less one that bespoke hobby products to a niche market.
Again, here is another person with a terrible online experience. GW seems to have an issue with the basic features of an online order system, such as cancellations. This also raises other issues as they are constantly trying to drive more traffic to their site (which gives them a more significant margin than losing a sale to your local store.) However, if you order from Games Workshop directly, it might not work very well.
Perhaps if they send more products to local stores, people can go pick them up right away! Unfortunately, many of these reviews tend to say the same thing: if you order from Amazon, you know you’ll get it when you are supposed to. A statement that is bad for both corporate Warhammer and local game stores in general.
Retailers Are Rating Games Workshop Low Too…
Speaking of stores, with all the constant allocations, things are as hard as ever for retailers to order from GW. Either way, when you look at these reviews, it really feels like Games Workshop needs to at least make ordering easy if they are going to drive everyone to their site…
It seems that even GW’s ‘Guaranteed’ Christmas delivery may have also been out of the question for some customers.
To put these bad ratings into perspective, if this was a video game or product review of an item on Amazon, would you buy it? There was a time when Games Workshop’s customer service was always on point and one of the best things overall about the company. Sadly, those days seem to be behind as GW navigates these troubled times.
What do you think about the issues so many people are facing with ordering from Games Workshop?
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About the Author: Rob Baer
Rob Baer
Job Title: Managing Editor
Founded Spikey Bits in 2009
Socials: Rob Baer on Facebook and @catdaddymbg on X
About Rob Baer: Founder, Publisher, & Managing Editor of Spikey Bits, the leading tabletop gaming news website focused on the hobby side of wargaming and miniatures.
Rob also co-founded and currently hosts the Long War Podcast, which has over 350 episodes and focuses on tabletop miniatures gaming, specializing in Warhammer 40k. and spent six years writing for Bell of Lost Souls.
Every year, along with his co-hosts, he helps host the Long War 40k Doubles Tournament at Adepticon and the Long War 40k Doubles at Las Vegas Open, which attracts over 350 players from around the world.
Rob has won many Warhammer 40k Tournaments over the years, including multiple first-place finishes in Warhammer 40k Grand Tournaments over the years and even winning 1st place at the Adepticon 40k Team Tournament.
With over 30 years of experience in retail and distribution, Rob knows all the products and exactly which ones are the best. As a member of GAMA (Game Manufacturers Association), he advocates for gaming stores and manufacturers in these difficult times, always looking for the next big thing to feature for the miniatures hobby, helping everyone to provide the value consumers want.
While he’s played every edition of Warhammer 40k and Warhammer Fantasy (since 5th Edition) and has been hobbying on miniatures since the 1980s, Titans of all sizes will always be his favorite! It’s even rumored that his hobby vault rivals the Solemnance Galleries, containing rulebooks filled with lore from editions long past, ancient packs of black-bordered Magic Cards, and models made of both pewter and resin.
