Review for Job #1485Siege Studios excels in many areas—far beyond their incredible paintwork. From the start, their customer service made me feel like I was part of a well-managed process. The video call to finalize the painting scheme was an above-and-beyond touch, and the photo updates along the way were excellent.Unfortunately, the timeline was a major issue. I paid for my commission on June 20, 2023, with the Terms and Conditions stating work would begin within six months. I expected some flexibility, but when I checked in a year later, work had not yet started. I then sourced my own Thousand Sons army and switched to a Blood Angels commission when that release was announced. Work finally began four and a half months after the Blood Angels release—meaning, even subtracting the four-month wait for the release, it took 16 months for work to start. That’s nearly a full year beyond the promised timeline.When I asked about the delay, I was told the Terms and Conditions allowed for an 18-month wait. However, the terms I agreed to clearly said six months. While Siege reserves the right to change these terms, tripling the wait time without clear communication is unacceptable. Being told my agreed terms were 18 months felt misleading.I was also told, “we would have hoped to have started your army by the time the change in waiting list happened in June 2024, however, in May 2024 you requested that we hold your commission and switch it over to Blood Angels.” This is frustrating because:A) That “hoped” start date was still double the promised wait.B) Before switching, I specifically asked if it would delay my spot and/or if the original list would start in June and if so, I would not switch.C) Even after the Blood Angels release, it still took another four months to start.I feel some of the responsibility for delays was unfairly shifted toward my commission change, especially given I made a point to ensure that wouldn't be the case - see point "B" above.I work in a high-touch customer service business with a long project queue, so I understand delays happen. But setting accurate expectations upfront—and updating them transparently—is critical. If Siege had told me from the start, “Although the terms say six months, the current queue is closer to 12 months,” and later updated me to 18–20 months, it would still have been disappointing, but I could have planned accordingly. Instead, the lack of clear communication left me with fantastic miniatures, but also a lasting feeling of frustration.
Claim your business profile now and gain access to all features and respond to customer reviews.
