I purchased an airsoft rifle as a gift. I purchased it on 9/29 and it was shipped and I was charged on my debit card (if I don't have the $, I don't buy it) on 10/3. When checking the UPS site the day it was to be delivered, I saw the merchandise was missing. When I contacted Airsplat, they told me there was a problem, that UPS was sending back the package because something fell out of the package and that once they received it, they would inspect it to see what when wrong and then would be able to resend my order. I asked for a timeline and they told me it would take approx. 4 days to get it back to them and then they would ship it out again (another 4 days to get it back to me.)
When I asked why they couldn't just resend the order now, since the package being damaged wasn't my fault, the said it was "company policy". I stated that it was a gift, that it was purchased through my debit card meaning that the money is gone and there isn't any other cash I could spare to purchase another one in the interim, and that it seemed unfair since they had already been in contact with UPS and knew the package was coming back to them.
Again, I got nowhere. After hanging up in total frustration, I called back again and asked them to just cancel my order and refund the money so I could purchase a different gift. I needed the gift by Thursday (10/9) since it would be the last day that I would see him before he left. They refused. Outright refused. Now the Italian in me comes flying out. I asked to speak to a manager to which I was told "no" and that they understood my dilemma but nothing could be done. I told them they most certainly could do something, they just chose not to.
After hanging up even more frustrated than before, I decided to contact the Better Business Bureau. Never in my life have I come across a situation with a company so unwilling to cooperate and take care of their customers. After filing my complaint, I received a message from BBB telling me they had the complaint on file and if I was contacted by the company at anytime, to let them know.
I then received a phone call from "Don" and he tells me that if I was willing to pay for another rifle, they would ship it out overnight but I just had to pay for the shipping and after the gun came back and was inspected on 10/10, they would refund my original purchase. I again explain that they should just do this without charging me since I don't have the money to spare to buy another airsoft, but even if I did, I shouldn't have to lay out more money to get what I never got but paid for! Don doesn't get it either. Can you imagine purchasing something from a retailer, having it shipped to you but before it reaches you is returned back to the retailed via UPS and said retailer won't resend your items because they want to see what went wrong first? Like you had anything to do with the package being damage. Do they need my money that badly? Isn't that what they have insurance for?
I received an email from their "Customer Service" department telling me they understood my frustration, but they couldn't do anything. I fire off an angry email to which someone by the name of "Chester" answers me telling me that nothing could be done. I email Chester back that their policy was bull. No - I didn't curse. But my email is answered by "Linus" who asks me to watch my language (are you kidding me?) and tells me that since I am being so difficult I am not helping my cause. They are going to refund the money "today" which was 10/8 but couldn't guarantee that it wouldn't take 10 days to get to me (not so subtle warning, huh?)! I contacted my bank and verified that once the refund is indeed put through, the funds are returned to my account immediately and they told me "yes", so I waited. Today is 10/10. No money, no return, no refund in the system, no gun, no nothing.
I emailed them and told them that thanks to the mighty World Wide Web, they would be losing more business than my $100.02, so I hope their business tanks. I will be posting this factual statement of events on every website I can. Hello Linus and Chester and Don and any other alias you all use to cover the fact that there are only 2 of you running the company - I warned you guys I would do this. Thank yourselves!
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