We purchased a rifle and accessories from airsoft.com for my son who needed it for an upcoming event. When we initially placed the order we were told the customer service rep that we wanted it faster than normal ground shipping. He advised for $30. The order would ship out the next day with a 3-day delivery and we were guaranteed to get it on Friday. This was important to us as my sons event was on Saturday and we were leaving the state to go on vacation the following Monday. Friday came and there was no package.
When my wife called airsplat.com to inquire about the status of the order, we were told it would be arriving on Tuesday! My wife asked why Tuesday when we were told it was guaranteed by their rep to arrive in 3 days, Friday. The customer service rep then told my wife the order shipped 2 days late and they don't guarantee 3 day delivery during the busy holiday season. Hello? That's not what the first rep said. My wife brought this to the attention to them and asked for a refund of the $30.3-day shipping (as the regular shipping was free with any order over $100.)
The rep couldn't make a decision and my wife asked to speak to the supervisor, she was then told he was the supervisor. When she pressed him about the refund, he said he had to go check something. She was on hold for a long time. He came back and said they could refund us $20 of the $30 we paid for the expedited shipping. This makes no sense. The error was on their part for failing to tell us it may be late because of the holiday season. And they only feel compelled to refund part of the money for the shipping? My wife explained to the rep that I work in Customer Service for a company and they are not showing good ethics by not resolving this problem to our satisfaction.
She also told them it would make more sense if the company just owned up and refunded the full amount because I was relentless and would start writing letters. That did not phase the rep. So here is my first complaint letter on Usa Consumer Complaints.com of the many that I will write to report them at different sites and agencies on the internet. It's really not about the money, it's about a company that says they will do something and when they fail short, don't fix the problem and ripoff the customer. Buyer beware. There is a reason their prices are so cheap.
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