Big Bad Wolf Posted December 11, 2021 Share Posted December 11, 2021 (edited) I just wanted to give a shout out to Reaper for excellent service! I bought me a Frost Giant King at my FLGS, and found it to be missing a small piece. I let Reaper know at help@reapermini, and they made sure to make it right. They even sent me a seasonal lump of coal for having been naughty.😃 Edited December 11, 2021 by Big Bad Wolf 5 4 Quote Link to comment Share on other sites More sharing options...
ksbsnowowl Posted December 12, 2021 Share Posted December 12, 2021 Yep, Reaper are good folks. I ordered a Tree of Despair from a different retailer earlier this year, and it was absent the female victim. They sent me a whole new tree boxed set, no questions asked. Blew me away. 7 Quote Link to comment Share on other sites More sharing options...
Glitterwolf Posted December 13, 2021 Share Posted December 13, 2021 I've had similar experiences. Reaper's customer service is one of the best. 3 Quote Link to comment Share on other sites More sharing options...
SotF Posted December 13, 2021 Share Posted December 13, 2021 Same here. The big one was one of the Anhurian Cavalry I'd been working with...there was a major miscast issue with the lance arm (I think a bubble ended up in the arm at the elbow and nothing past the elbow was there), it took rather little time to get a replacement there 3 Quote Link to comment Share on other sites More sharing options...
Samedi Posted December 27, 2021 Share Posted December 27, 2021 Same here. Ordered Skadi 03971, she arrived minus her harpoon. Got sent a replacement immediately. What impressed me in this process was, that I had to provide no evidence at all (like: "please send us a picture of the unopened blister"). The guys just took my word for it and sent the replacement, no questions asked. Way to go! 7 Quote Link to comment Share on other sites More sharing options...
Grumpy Cave Bear Posted December 27, 2021 Share Posted December 27, 2021 Same story here, too! I got a Rauthuros, Demon 77111 from their Kickstarter, missing an arm in the baggie. I included a photo in my first email, and they sent a full replacement figure, no questions asked! I’m still looking for a kitbash project to put those extra bat wings on…. 😀 5 Quote Link to comment Share on other sites More sharing options...
Pangolin d'AntEater Posted March 30, 2022 Share Posted March 30, 2022 Reaper Customer Service is by far the best service I have had from any company. Just before Bones 5 dropped on my doormat, I was looking at some of the crate of shame, and discovered that I had a dragon (Marthrangul, if that was in Bones 1) from Bones 1, unopene at that time. When I opened it to check it over and assemble, I found it was missing a leg. It had two rear legs, unfortunately they were both left legs. I sent of an email to Repaer service, and they said, something along the lines of:- Rightey-O, we don't have one of those in stock, so we have refunded you this much. Collect your voucher. I was quite surprised at the amount, since I'd bought it on the kickstarter. So I queried it with them, and they said a new one costs so much, plus you'll have to pay postage on it, so we have refunded the current list price of it and an allowance for postage! Way to go for brilliant customer service. 6 Quote Link to comment Share on other sites More sharing options...
haldir Posted March 31, 2022 Share Posted March 31, 2022 13 hours ago, Pangolin d'AntEater said: Reaper Customer Service is by far the best service I have had from any company. Just before Bones 5 dropped on my doormat, I was looking at some of the crate of shame, and discovered that I had a dragon (Marthrangul, if that was in Bones 1) from Bones 1, unopene at that time. When I opened it to check it over and assemble, I found it was missing a leg. It had two rear legs, unfortunately they were both left legs. I sent of an email to Repaer service, and they said, something along the lines of:- Rightey-O, we don't have one of those in stock, so we have refunded you this much. Collect your voucher. I was quite surprised at the amount, since I'd bought it on the kickstarter. So I queried it with them, and they said a new one costs so much, plus you'll have to pay postage on it, so we have refunded the current list price of it and an allowance for postage! Way to go for brilliant customer service. Yah Reaper is the best & it's not just because of their Kickstarter or social media fame. They've done right to their customers from their very beginnings. Allot of companies could learn a thing or two (or three or four.....,) by watching to see how they do things. I will admit, I feel a bit bad on some things, like, oh this human size mini is missing say it's left arm & they'll send you the entire mini or "Hey guys, I'm gonna place a order tomorrow, can you just add this missing piece (say that darn arm again) to my order to save shipping on your guys part & they'll ship it out immediately (mainly cause it's easier for them to do it that way). Awesome company, ran by awesome people! 4 1 Quote Link to comment Share on other sites More sharing options...
Star in VA Posted March 31, 2022 Share Posted March 31, 2022 I have to say, that the Reaper CS was incredible for me. I am still trying to put together my Bones 5 minis (Have Bones 6 day...btw 🙂 ). I found my Yog-Sothog (I can never spell those damn eldritch horrors...I thing the biggest horror is the spelling). I did the no-no, I emailed Reaper and with a picture of my missing part (where it goes). They responded asking to please send them the figure name/number from the Bones 5 KS and no pictures please. I put it on my to-do list, but life got in the way and I have not had a chance to just locate the info and send it on its way. Then out of the blue I received a mystery package in the mail and it was a replacement figure for ole' Yog'. I guess they just understood that life go in the way of my plastic people problem and did the looking and made everything right. They are triple A Awesome in going out of the way to make things right. They best thing the Reaper higher-up have done is hire the right people that takes care of us peeps. So Ed, Dave, Ron & Jon (and anyone I missed)....The Reaper Staff all need pay raises 🙂 7 Quote Link to comment Share on other sites More sharing options...
Crissair Posted May 25, 2022 Share Posted May 25, 2022 As someone who has managed CS Depts for many years, I have been impressed each time I have contacted Reaper for an issue. One email and they just fix the issue. Each time they just sent me a whole mini vs the part that was lost or unusable. No 3rd degree, no "show me proof". Follow up email just confirming what they will do to solve the issue. And bonus... their CS staff is personable too! This is how you win life long customers. Every company has issues, mistakes or self inflicted errors. What separates the great companies from the rest is how they address the problem with their customers. 10 out of 10 for Reaper CS! 5 Quote Link to comment Share on other sites More sharing options...
vpoirier000 Posted May 31, 2022 Share Posted May 31, 2022 they don't always send a new mini but they always at least replace the part or refund it their service is great 1 Quote Link to comment Share on other sites More sharing options...
Count Urlik Posted June 7, 2022 Share Posted June 7, 2022 I am just always so thrilled that Reapers shipping confirmation includes the line “you can reply to this message. It’s answered by a friendly human”. TBH, it’s sad that such little things are so exceptional, but it makes me appreciate them all the more! 2 Quote Link to comment Share on other sites More sharing options...
Crissair Posted June 10, 2022 Share Posted June 10, 2022 Agreed, its unfortunate that many companies see servicing a customer after a sale as a negative and do everything they can to not be available or make you harass them before doing the right thing. Reaper sees it as it should be, an opportunity to keep their customers satisfied, coming back for more, and being promoters of the brand. 5 Quote Link to comment Share on other sites More sharing options...
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