BTD have a terrible and well-deserved reputation for abysmal customer service. On 4th August 2008 I ordered some BTD Normans to use as Border Kingdoms armies in our Talomir Tales campaign. About three months later, part of my order turned up. The infantry were fine but I was not impressed with the quality of the cavalry; one of the horses only had three legs and others had minor casting defects. Still, given how long it had taken to get even these figures, I was not going to send these horses back. For all I knew, I might never see them again or any others besides! So, I painted these figures up and waited for the rest of my order. A couple of months down the line, I enquired about my order by email and through their website queries forum. I received no reply. I repeated this every couple of months, even adding a couple of written enquiries by post. I received no reply. Then suddenly I actually received a response completely out of the blue on 31st July 2009 informing me that the rest of my order would be due in a few weeks and offering me a free pack of figures of my choice. I replied immediately that I still wanted the figures and informed them which free pack I would like. It all went quiet again and I never expected to see the figures.
- Cue fanfare -
Today (12th September 2009) I received the rest of my order! One year, one month and one week after I originally sent it in, it turned up on the door mat. It even included a pack of free figures as an apology. The freebie pack was not the one I had asked for, but it is still useful to me, so that is all to the good. I doubt I shall ever use BTD again. I shall certainly not use their mail order service again despite the hefty discounts available. I might consider buying from them at shows if they are present, because I do like the style of the figures. At least at shows I could check that the figures are not miscast, and I would know that I was getting what I wanted when I wanted it. It's a good job I still want these figures for our games. The Border Kingdoms can now recruit some new troops to their army.