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"Will NEVER again order from this company! AWFUL customer service. Order says "best mode of contact is via email"... emailed them 3 times about damaged product and not ONCE did I receive anything back. Finally called the # and spoke with someone who charged me on my credit card for a return label and then NEVER sent it to me. I'm starting to think they are in the business of ripping people off!"
"I will not be ordering from Airsplat again. First off, they have much higher prices compared to similar websites such as www.airsoftgi.com or www.evike.com. I recommend you take a look at those two sites first, I ordered a CYMA CM028 from AirsoftGI and I had no issues. The reason I ordered from Airsplat was the fact that they had a gun which was not regularly kept in stock by other sites, the JG G36C. This is one of the pros about Airsplat, they seem to carry a much larger selection of AEGs than their competitors. It takes about an absurd amount of time to get in contact with Airsplat email support. I sent an email regarding a price match on March 27th. I recieved a reply on April 4th. For a company that prides itself on great customer service, that is unacceptable. The reply email was also short and unhelpful. Not wanting to wait again, I decided to call them. The customer support tech that answered the phone was kind and professional but said that my email was being looked into and I needed to wait a few more days for it to be processed. Currently, it is April 13 and I have yet to receive a response. Lastly, they shipped my order on March 30th, 4 days after I placed my order. They clearly advertise and even guarantee that orders will ship within 24 hours (http://www.airsplat.com/policy.htm). Not only that but they shipped with USPS instead of the UPS I paid for. Overall, I am very dissatisfied with Airsplat and the order process has been extremely frustrating and time-consuming.*EDIT: After getting in contact with an Airsplat employee, I realized that their price match policy was not applicable to me because Amazon does not ship to Canada and therefore they had no obligation to provide a price match for me. Despite this, they still refunded the difference between the two items even though I was in the wrong and they had no reason to. Because of this, I have bumped up their rating and am very satisfied with my transaction."
"I have had nothing but good experiences with Airsplat.com. I made an order a few weeks ago and one of the guns broke down. I contacted them and they agreed to send a new one while letting me keep the broken one for spare parts. I immediately ordered from them again. Any concerns or questions I have are answered within a day or 2. And their items are sent/received fairly quickly."
"I ordered four airsoft pistols for my nephews. One of the guns came with a scratch and damaged barrel, as if it had been used before. When we were testing the conditions of the guns, two of them got jammed and the bb's got stuck in the barrel. 5 bb's got jammed in the barrel and wouldn't come out until we shook it around and kept firing. Eventually the bb's started to come out in pairs.After using the guns for less than 30 minutes, we found that one of the guns doesn't shoot half of the time. After loading and cocking the gun, the bb's just don't come out. We tried replacing different bb's but it is the same. Sometimes it shoots but sometimes it just doesn't shoot the bb's. The gun that was damaged and scratched broke off a piece in the back from just cocking it back normally. We had only used the guns for about 30 minutes and it just broke off a piece. The guns were never dropped or anything. The four guns come with lasers and lights that are attachable. Although one of the guns came with a good laser and light, the other three lasers lights were terrible. They are almost invisible most of the time making it hard to see. I am very disappointed with this website after seeing all of the positive reviews"
“We regret to hear of any difficulties that our customers may experience. We do offer an industry leading 60 day manufacturer's defect warranty. WE encourage all of our customers to contact us directly so that we may solve their issues directly.We have contacted this customer and are currently awaiting their reply.”
"When I first ordered from Airsplat, I had doubts. I've read many unsatisfied reviews, but I decided to go with it because they had a 20% off sale after Christmas. I placed my order on the 31th of December, and the order was processed the day after New Years. I got my gun the 8th of January. After three weeks with the gun, I noticed it was wobbling and I exchanged it for another gun. Heres where I ran into some difficulty: The RMA was wrong. I called three times before it was fixed, but the last two people were very helpful. I recommend this cmpny, but definitely know what you want before you order."
"I have ordered an AEG, batteries, and assorted weapons parts in the last two years and each of my experiences went well. Prices are pretty competitive and my items were shipped out within a day or two each time. Overall I would definitely recommend this retailer to others based on my past experiences."
"Hunter- I found the Best airsoft site EVER!!!! AIRSPLAT "
"I ordered an airsoft rifle for my grandson from Airsplat and subsequently found out that his father did not want him to have the gun. I contacted Airsplat to cancel my order, however, it had already been sent out for delivery and a tracking number had been assigned. However, the customer service rep said he would hold the order and try to ensure the item was not delivered. The end result was the order was cancelled and I received a full refund of the payment I had made, as well as e-mail correspondence from the company. They were very professional and apologized for the inconvenience when actually I had caused the inconvenience. I have never dealt with a company that responded so quickly and handled everything so well. If I ever hear of anyone who wants an airsoft rifle, I will definitely recommend Airsplat."
"Product shipped as specified. Excellent quality. Easy assembly. Will definitely order from Airsplat again and again. "
"First, ordering was not very easy. The website does not have an easy way to search for item numbers or products and is not very user friendly. I had to place the order twice to actually get it to go through. Also, after registering for Airsplat.com, you also have to have a Paypal account to pay for your order. Very inconvenient and time consuming.Before placing my order, I called Customer Service to inquire about issues with my shipping address, as they require that your shipping address be the exact same as your billing address. The problem is, my billing address is not a physical address. Since UPS will not ship to a P.O. Box or ambiguous mailing address, this is a problem. When I called, Customer Service could not do anything to help other than to suggest that I change my billing address with my credit card. Since my credit card is a business and not a personal credit card, this was not possible and I told them so. Interestingly enough, a representative phoned a few days later when they were shipping out my order, saying there was a problem with the shipping address. That individual was thankfully easily able to change the shipping address over the phone. Why couldn't this have been done in the first place for "safety reasons", but could be accomplished later over the phone.When they were able to ship out my items with the new address, I received an email with tracking numbers. I was sent three tracking numbers, only one of which was valid on the UPS website. I emailed customer service about this and they responded, giving me one single tracking number, offering no explanation as to why I had originally received three tracking numbers. When I received my order, it was all in one package. So, I have no idea why I had three tracking numbers, but at least I received my order without any further issue.Overall, my purchase with Airsplat.com was time consuming and rather difficult. This company needs to make the purchasing process easier and be able to use a little judgement when dealing with shipping address issues. "
“We never want any of our customers to have any issues when placing an order on our site, if they do have any issues we invite them to contact our customer service department at 626-539-3900. We are constantly working on improving our site for ease of use so all of our customers are comfortable using it. In order to prevent fraud and protect our customers, we do require the billing address to match the shipping address. This helps ensure that the order placed is shipped only to the address that is registered to the card. We can ship to an alternate address, however in this case we request that the customer call their order in at the number mentioned above. Our customer service department responds to all emails they receive with in 24 hours of receipt. We may not have received the customers email in this case. We do everything we can to make the customers experience a positive one. If any customers have any issues with there order, we ask that they contact us as soon as possible.”
"one of the most professional companies ive delt with"
"In my dealings with Airsplat's customer service, I have found the level of service extremely high and far in excess of what I expected.I am an international customer, and was having difficulty in setting up my shipping details on my account and navigating the complexities of a foreign (to me) postal service.Not only did Airsplat's Customer Service assist me in setting up my Airsplat.com customer account with the correct shipping address, they located the appropriate shipping information with USPS and supplied it to me.As the costs of overseas shipping are quite costly, I almost decided against purchasing from Airsplat.com but the level of friendly service "above and beyond the call of duty" prompted me to go ahead with the purchase.If the level of service had been lower, I would have given it up as too expensive.Unsolicited, I informed Airsplat that their level of service was the reason why I was progressing with the order, as I believe it important to give feedback to Customer Service representatives, especially when they're doing it right (I've worked in Customer Service myself and know from experience that people freely complain when they are dissatisfied but seldom give good feedback when they are satisfied).Once I decided to go ahead with the purchase, things progressed smoothly and swiftly. I received confirmation of my order quickly and then received confirmation that the goods had been dispatched.The item, when it arrived, was in ideal condition.Overall, I am very impressed with the level of service. I felt that they went out of their way to ensure I got what I wanted - for one of their lower-priced items."
"Fast shipping, and good selection of products. Very pleased with the overall experience."
"We sent back an air soft gun and a $20 mask. They gave me credit back on the gun but did not credit me for the mask. It was packed in the same box. When I called them to discuss it, they told me they did not receive it, that I had to contact UPS. I told them there was no way they could have not gotten it since it was in the same box with the gun and that it was unfair to UPS to make them pay for Airsplats mistake. They later called me back and offered me the refund for the mask."
“We gladly stand behind our 45 day warranty that does include refund for all items returned with in 45 days. In this situation the customer did go through our proper returns process and all items that we received were refunded. When the order was returned, our receiver did notate that the goggles in question were not included with the items that the customer returned to us. We have currently filed a missing item claim with UPS in order to resolve the situation. We welcome any of our customers to contact us with any questions or concerns at any time our customer service line is 626-539-3900”
"Okay i don't know if anyone knows this but Airsplat is THE BEST online airsoft store!!! Not only because of the extremely vast product variety, but also the best service i have ever gotten from any online store. They send you real replies by real people not just some copy & pasted script! They respond fast and answer questions right and with extreme detail. I love this store and you will too!!!!!!!"
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