You get a much faster response using their chat feature.
Anyone see what people are asking for the spawn 1:250 yeesh
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Not a surprise with all the talk about it. Retailers will charge as much as they can in this era of overcharging and then offer massive discounts on whatever they are stuck with.
Iām OK to wait, BUT does TFAW get back to you about the replacement or refund ? Average time of response ?
They will send an email with tracking right away if they have a copy. Otherwise, thereās too many variables.
I had a few Eve #2 comics show up damaged ( like damaged prior to shipping as the bags/boards and package didnāt show same damage ) and after sending email, it was about 2 days later I got tracking of items being replaced.
This is not correct.
Emails take a couple days for response. If they have the books still in stock they will ship them for free and you keep the damaged ones. If they donāt have them in stock they will refund you.
Diamond has nothing to do with it.
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I sent my email last Thursday, did get the automated confirmation email immediately, but I guess I have to wait for the actual response for a few more days ā¦ Hopefully, I get the replacements - regular covers; fingers crossed.
As in the day before yesterday? Yes, you wonāt hear till the beginning of the week. They donāt typically respond on weekends.
You can search on their site to see whatās in stock still which will give you a pretty good idea of replacement vs refund.
All of my books - regular covers, not bagged/boarded - were damaged. The outside package was damaged. The two variants - bagged/boarded were not damaged (the boards were !). Iām debating whether to include bags/boards, but am still not sure if this will solve the problem. It seems that they need some bubble wrap around the books at least (if more than 2-3 books), and something stiffer if less than 2-3 books.
So they wonāt even try to reach out to diamond if they donāt have any replacements? Just a refund?
Correct, its replacement in stock or refund.
Think of it from the business perspective. They arenāt going to tie that transaction up for weeks/months waiting to hear from diamond. Could also lead to charge back issues depending how long diamond takes.
Itās different with preorders as those arenāt paid for yet.
I actually just had a book I pre-ordered from TFAW with and April release date just process this week. It took over 3 months for Diamond to send them a replacement.
My last 4 comic damage emails took 4,6,10,7 days to get a response. (This is total days, not business days) Small sample but probably reflective of the norm.
I just had a package with damages. They responded about 5 days later and everything was resolved in about 3 weeks. Most of the delay was taken pictures of everything that was damaged.
Based on the responses, Iāll give them a business week to respond, and then Iāll reach out again. Iām not even asking them to deal with all the books that were damaged. Iāll accept some of the lighter damage, but at least six of the books were really creased and bent. Hope it gets resolved 
Iāve emailed them a few times recently and it was a a week and another was a week and a half. They always take care of you with damages though. Itās why I complain about their packaging but the customer service is top notch. Except the response time to the emails. The chat feature during business hours is the quickest way as you usually talk to someone right then. Iām giving them a bit of a pass because of the recent weather theyāve been having on he west coast. I think they may have shut down for a few days because of the temperatures. I could be wrong though.
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I use the chat function and get someone right away. I send an email and then hit them up on the chat. They look up the email and get back to me right away.
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The Rose Besch wonder woman gold is a 1:25
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I donāt even bother with an email anymore. I just provide all the relevant info, including pictures, in a chat and they send me an email the next day with tracking. They email us a transcript of the chat in case you ever need to reference the conversation.
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Depends how many damaged books you have. Iāve had them tell me via chat to email the pics as it was too many books and itās easier for them to notify the warehouse forwarding emails.
But if itās not many books, chat is much faster.
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