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The Worst Ever Costumer Service?

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The Worst Ever Costumer Service?

Postby Aaron on Wed Aug 21, 2013 3:12 pm

I am a Sheriff Deputy who was assigned a graveyard shift for 2013. Knowing this I went looking for a new duty holster and weapon mounted light to be carried while on duty. Having ordered from OP in the past, they were my first choice as they have had good prices and have always shipped very quickly. I know this post is long but is well worth reading if you plan to order from OP.

On 12/23/12 I ordered a Light baring duty holster for $82.99and a light/holster combo $169.99 totaling $252.98 I payed for the order through Bill Me Later(PayPal) for the six months no interest if over $199.

Email order update on 12/24/13. Duty holster in stock and ships in 1-2 days. Light/Holster combo estimated to ship in 4-6 weeks.

Shipment for Duty holster sent 1/21/13 and funds were withdrew for the $82.99. So much for six months no interest.

Received the partial order over 30 days after the order was placed.

Email from OP on 1/28/13 stating the Light/Holster was back in stock but I would have to re-submit payment as it had been over 30 days since the order was placed. I again approved the $169.99 through PayPal as requested.

Email from OP on 1/28/13 showing the payment had been received.

Shipment for Light/Holster combo sent 1/30/13.

I received the package without the light. I called OP to report the missing light. The customer service lady stated it was after hours and would need to follow-up with shipping the next day. I was told someone would get back with me.

Email from OP on 2/7/13 stating the light was still on backorder and would ship 2/21/13.

I emailed OP on 2/28/13 requesting a status of the order. I explained if getting the light was going to be an issue, I would need to sent both holsters back as they are worthless without the light.

Email from Benjamin O at OP on 3/3/13 stating the light was still on backorder with an estimated delivery of 3/15/13.

I emailed OP again on 4/3/13 requesting an update.

Email from Tiffany G at OP on 4/4/13 stating the light was still on backorder and new estimated arrival was 5/20/13

I emailed OP again on 5/23/13 (Six months from the time the order was placed). I requested a RMA and refund for the duty holster and the light/holster combo.

Email from Tiffany G at OP on 5/23/13 stating the light could be removed from backorder status but the holsters could not be returned as it had been over 30 days since I received them.

I emailed OP back on 5/23/13 explaining again the holsters were worthless without the light. I explained the holsters were still unopened and in the original boxes they were shipped in.

Email from Tiffany G at OP on 5/23/13 stating she had talked to a manager who agreed to accept return of both holsters. I was instructed to fill out two RMA forms on their website(one for each holster).

I attempted to follow the instructions on the website for the RMAs. The site would not let me do an RMA as the orders were over 30 days old. I emailed OP on 5/23/13 explaining the issue.

Email from Benjamin O at OP on 5/24/13 stating the issue was being addressed and the RMA would be unlocked within the next 24-48 hrs.

After trying to fill out the RMA every day for six consecutive days, I emailed OP on 5/30/13 explaining the site would still not allow me to fill out an RMA.

Email from Starr S at OP on 6/2/13 stating the RMA had been “Reactivated” and would now let me fill out the RMA forms.

On 6/5/13 I was finally able to fill out the RMA but only for the one duty holster. I called and talked to costumer service about the second RMA for the light/holster combo. I was told they would send the RMA to me.

I emailed OP on 6/10/13 explaining I still had not received the second RMA.

Email from Tiffany G from Op on 6/11/13. “At this time, we require all of our customers to request the RMA number online. We are not able to issue you the RMA number via phone, mail, email, or fax. If you experience any technical difficulties submitting an RMA request online, please feel free to contact us. “

Another phone call was placed to OP. I was assured they would get the problem worked out.

Email from Lauren at OP on 6/24/13 with the the second RMA number.

The two holsters were packaged as per their instructions and shipped at MY EXPENSE!

Email received from the returns department on 7/1/13 stating they had received the package and the returns were being processed.

Refund of $82.99 received 7/3/13 for the duty holster(Seven months after the payment was made).

Email from Tiffany G with OP on 7/5/13. “We are emailing you regarding this light on this order 3709819. We received your Serpa Holster, however, we have not received the light that is a part of the kit for this return. We cannot process your return without the light because all of the kit components have to be sent back to us when you are returning an item off the kit. Please send the light to us at your earliest convenience, otherwise, we will have to request shipping payment from you to return the holster back to you.”

I emailed Tiffany back on 7/6/13. Obviously I was upset.... I told them OP had the worst costumer service of any company I had ever had to deal with. I asked Tiffany to look over my order again and issue the refund. I did not receive a response.

On 7/22/13 I calmed down enough to do an online chat with Karl(what a joke!). Karl stated the return was just received today by the returns department and a refund would be issued within 10 days. When I explained the return was received 7/1/13, Karl reaffirmed the order was just received today.

Still not hearing anything on 8/2/13, I did an online chat with Kathleen this time. Kathleen was very nice and spent 20 min looking into the order and attempting contact with a manager in the returns department. Kathleen was unable to reach a manager and stated she would keep trying and get back with me. I received an email from Kathleen later that day stating he had talked with returns an the issue should be resolved Monday 8/5/13. I received another email from Kathleen on 8/5/13. “I just wanted to inform you that our returns department is still working on getting the refund issued on your order. By the looks of it, you should receive more information from them by the end of this week “

Still not hearing anything as of today, 8/15/13, I did an online chat with Felix. “I just spoke with our returns department. They will be pushing through the return at this time. Please allow 1-2 business days for the credit to reflect.”

Needless to say I won't be holding my breath! The Worst Ever Costumer Service? You decide!

UPDATE 8/17/13. My 1st post on this forum was deleted on 8/16/13. As of today, no response and no refund!

UPDATE 8/21/13. My 2nd post was deleted from this forum on 8/19/13, Still no refund or response from OP. I did an online chat with Kathleen again. Kathleen had a supervisor look at order/refund again. I was offered a store credit or I could wait for the check to be issued by the returns department. Obviously I want my money back. As if this has not been complicated enough already! I was told I would be contacted tomorrow when the check was issued. Kathleen also said she would look into why the posts to the forum have been deleted.
Aaron
 

Re: The Worst Ever Costumer Service?

Postby sandrom on Fri Aug 23, 2013 3:41 pm

Hi Aaron,

I sincerely apologize that your forum posts were being removed. We've determined the reason why your post was being deleted and have rectified the issue. It was a combination of an overzealous flagging script and a bit of human error.

I checked your order and your check was cut and sent. If for some reason you don't receive it by the end of next week, please contact us right away.

In no way is the experience you went through acceptable. This issue has been escalated to the attention of the top managers in the company to make sure they can identify room for improvement within their departments and see that improvement made. In my three years here, I'm having a hard time trying to think of a series of issues that went on this long.

With that said, we know we can deliver a better experience. If you are willing to give us another shot, please email marketing@opticsplanet.com and mention this post on the forum. We'll make sure to take care of you.

Once again - we're extremely sorry. I've made sure this post will not be removed because your feedback is valuable.

Sincerely,
Alessandro M.
sandrom
 
Posts: 10
Joined: Fri Nov 26, 2010 2:29 pm

Re: The Worst Ever Costumer Service?

Postby Same on Thu Aug 29, 2013 12:53 pm

I had a similar experience with Optics Planet. These types of business practices are illegal. You and anyone else who has had this type of experience with this vendor or any other vendor should make a complaint with the Better Business Bureau, the Federal Trade Commission, and your state's attorney general:
http://www.bbb.org/
https://www.ftccomplaintassistant.gov/
http://www.naag.org/current-attorneys-general.php

Optics Planet managers should review federal trade laws regarding these types of misrepresentations. When you are selling a product, it is illegal to lie, and managers can be held accountable for employee actions.
http://www.ftc.gov/ogc/brfovrvw.shtm
Same
 

Re: The Worst Ever Costumer Service?

Postby ruboat on Fri Sep 13, 2013 7:02 am

Absolutley the worst customer service. I was lied to and given the run around for the past three weeks after they sent me someone else's order. Still no resolution. Order number 4417029. I will never order from this looser of a company again.
ruboat
 
Posts: 3
Joined: Fri Sep 13, 2013 6:45 am

Re: The Worst Ever Costumer Service?

Postby AdamC on Fri Sep 13, 2013 11:22 am

ruboat wrote:Absolutley the worst customer service. I was lied to and given the run around for the past three weeks after they sent me someone else's order. Still no resolution. Order number 4417029. I will never order from this looser of a company again.



ruboat,

I responded to you in another thread, but just repeating here in case you don't see that one: I've escalated your order and I'll work hard to make sure it gets taken care of ASAP!
AdamC
 

Re: The Worst Ever Costumer Service?

Postby AdamC on Fri Sep 13, 2013 2:42 pm

ruboat wrote:Absolutley the worst customer service. I was lied to and given the run around for the past three weeks after they sent me someone else's order. Still no resolution. Order number 4417029. I will never order from this looser of a company again.


ruboat,

Since you didn't post your own thread from what I can see, I'll let you know what just turned up in this one. I've just gotten word that we've issued you your credit through Paypal. Please let me know if I can help you with anything else!
AdamC