I'll try to shorten this as best I can. I ordered a brand new airsoft rifle with accessories. The one I received was blatantly used, with scratches on the metal and plastic, at least a dozen paint chips on the accessory rail, dirt in the harder to clean nooks of the gun/rail, and a dent in the ammo clip.initially I just wanted a replacement, as their prices were great, but then they mention just repairing it and sending it to me as I also mentioned the gun didn't fire through an entire 30 rounds before it just quit firing (made the noise, but nothing would come out).
I tell them repair is unacceptable, I ordered a new item, they sent me a used item, I wanted the new item I paid for. After giving me a runaround I immediately called to contest the charge with my credit card company. I'm told by the credit card company I must be sure to get the item back to them to contest the charge.
I ask for a return shipping label, they tell me that's not in the Terms... I argue they didn't send me what I ordered, now they tell me they won't give me a prepaid return label unless I close the dispute with my card. At one point (I'd have to look through my documentation) they even refused to speak with me further about even authorizing a return unless I dropped the chargeback.
I return the item at my cost & loss. I emailed to check on the status following delivery of the RMA, they milked it and wouldn't acknowledge my inquiry until 10 BUSINESS days after receipt (per their 6-10 business day terms). Then they tell me they're going to Send Back My Rifle Because It Works Just Fine.
Then they tell me it's impossible the item I received was used because the items ship directly from the manufacturer, even though their website states they are a warehouse and they stock all their items (at least when "in stock") for quick shipment.
When I question the contradiction in that claim they tell me that the damage and wear on the item I received is "normal"! I've seen actual used rifles that were in better shape than this one, and our local store's demo guns have nothing close to this type of damage or wear despite being handled daily by prospective customers.
They finally offer to send me a "new" replacement, but have stated that the condition of the gun I received is normal for new, and also refuse to reimburse me for my return shipping, so they're insisting I accept another item that could be the same condition and then have to yet again pay out of my own pocket to return it.
They finally offer a partial "refund" for having sent me a used item when I ordered a new item. The terms of this refund do not include my return shipping costs, and include a 10% deduction for Restocking! And a deduction of the actual cost they paid to ship me the used rifle, even though my invoice included free shipping.
My purchase was on 7-8-11 and it's now 8-22 and I am still squabbling with their "customer service" to get a refund. I'm keeping somewhat complete notes at ResellerRatings.com's forum, as the ratings for the store there are far too high for this behavior to be going on and the forum format is easy to keep updated.
While RR's initial rating was enough to try this store out I see as I dig around some more that the issue I'm having is happening to many others. Some reviews at RR show this, as do some posts at PissedConsumer. That this sort of behavior seems to be protocol makes any positive reviews for this store highly suspicious.
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