This has been a NIGHTMARE! At the end of June we ordered an Airsoft gun for my son's birthday. The original price was 129.99 I believe. The gun came just fine, however, after he used it once the gun stopped working and literally fell apart. I contacted Airsplat and went through their nightmare "email" process because no one on the phone can handle anything.
I spent $15 dollars to ship the product back and was told I could either exchange for the same gun or pick out a different model. We chose to pick a different model hoping to have better luck. The new model was cheaper than the first. It was for $115.99.
We recevied the product on August 4 under order # SO-901450. The minute we opened the box we knew something was wrong. We could tell the gun was obviously USED! The trigger was worn from where someone would put their finger and the orange cap that needs to be removed to put the battery in appeared to have pry marks on it. We found out why. It was because it was broken and stuck. So, the battery could not be put into the gun to even see if it was usable.
I contacted Airsplat within an hour of receiving the USED and BROKEN product. I asked to speak with a supervisor because I was angry and I had a right to be angry. They sent me a USED product! I was told "we don't have supervisors to escalate things to." I was actually hung up on and had to call back! Eventually, the person on the phone (I cant even use the term "customer Service Rep" because there was no customer service) agreed to have someone call me back.
Several hours later I recevied a phone call from a man who I have to say was very nice. He agreed to email me a return shipping label so I could ship it back and just get a refund at this point. I understand there is a return policy... But I followed the rules... AIRSPLAT did not! Where in their disclaimers does it state they have the right to ship used product when someone pays for NEW!
Well, the shipping label was never emailed to me. I sent email after email... No response. Finally about two weeks ago I decided to email customer support. A very nice man, Stewie, responded back and said... Yet again... He would be sending it to the department that handles it and they would respond within 24-48 hours. I am still waiting. It has now been a month. The gun is still sitting in my kitchen in the box. I went out and purchased a gun from a REPUTABLE DEALER that my son is now using. We have not had ANY problems with the airsoft gun we pruchased from someone else!
In conclusion, Airsoft offloaded used product to me and kept my money. That would make them thieves. I paid for new... Did not get what I paid for. I have NEVER had such horrible dealings with a company. Their so called customer service is the worst I have ever seen.
Please PLease Please re-think buying from this company... From all of the complaints that I have read online... This is EXTREMELY common for this company. I am not just one disgruntled customer, there are MANY.
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