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"Placed an order 12 days ago. Pyramid Air shipped on the next business day. "Great!" I was able to track my order via UPS until UPS handed my package over to the USPS. Pyramid Air decided to to use UPS surepost which is basically a means for retailers to save a couple of dollars on shipping. I wish that Pyramid Air would have stated that the basic shipping method was going to be surepost, I would have paid more to have it sent using UPS ground. I sent Pyramid Air a email voicing my concerns that my order hasn't arrived yet. The last known location of my order was in San Pablo California at a USPS Office. It appears to have been sitting there for the last 6 days! Today is a weekday and in an hour from now it will be twenty four hours since I sent my email to Pyramid Air which hasn't responded. In closing I would have expected at least a reply that they were trying to find out where my package is currently located. No such luck, surprisingly dissatisfied! "
Poor customer service
"Order pellets on a Monday night, pay for the two day ground shipping. Going to take week to get, because it took them 3 days to fill the order and get it UPS. Customer service says it states that holidays can cause a delay of one to two days on shipping. Sure it says that if you look really hard. Very bottom of the page in small print you’ll find FAQ, click that which will lead you to where it says that. This has happened twice in the last month and a half. Do yourself a favor and order from Amazon! "
Horrible customer service, employees don't know what they are doing.
"Customer service recommended several parts, none of which were correct. Customer service then sent replacement parts that didn't work either. Trying to return items to get a refund is very difficult."
Very crappy expirence
"can not return pellet gun umerex octane elite trigger is horrible can't sight it in stop shox cover came off WOULD NOT BUY!!!!!"
"On October 3rd 2017 I purchased The Beeman R9 Elite Series Combo 22Cal from Pyramyd Air. I had been watching this item for some time and was in hopes that Air Venturi, the distributor would offer a rebate as they had the previous year. The price was reduced on October 3rd but the website was showing “out of stock” so I phoned Matt Zimmerman in sales to see if I could preorder at this price and get the listed configuration of a muzzlebrake rifle with a mounted Hawke Vantage scope 4-12x50. I was told that the rifle was actually in-stock and that the scopes were mounted there at the warehouse and that there would be no problem. I receive a confirmation e-mail from them stating the above description. Excited about my new purchase I went to the website a couple of hours later to read reviews and I noticed that the included and mounted scope had changed to a Mantis 4-12x40 AO. Being concerned I immediately phoned Matt who assured me that my confirmation order showed the Hawke scope and there would be no problem. I was prepared to cancel this order if this was not accurate. This purchase included a mounted scope, a free 20 for $20 test fire and an Air Venturi target. A few days later I received the box from Pyramyd Air containing a non-muzzlebrake, open site rifle, an unmounted Mantis scope and rings the Air Venturi target and no evidence of a product test with chrony reports or target results. I phoned Doug G in customer service to report this mistake who informed me that no matter what my e-mail Confirmation stated this was my mistake and they no longer even carried these items for sale. The only thing they would offer me was a refund. Then I received a RMA from Tony V That states "Any products returned that are found to NOT have the described defect will be subject to a 20% restocking fee AND a deduction of the returned shipping costs”. I have read from other reviewers that if the gun is fired they will do this to you. They are supposed to have fired the gun 20 times so I assume it is now considered used.I am concerned that if this is how they treat a new customer, how will they treat a dissatisfied customer returning an order they screwed up that they inform me is my fault.At this point at least I am in possession of a Beeman R9 and a scope that are not the ones that I ordered or wanted, so I may be stuck with their mistake or chance losing 25% or more of my money at their sole discretion. "
Excellent Product / Great Service!
"I was surprised to see so many negative reviews. My experience with this company was perfectly fine. I ordered a conversion kit from Canada. It arrived promptly. I had some difficulty putting it together but it was my own lack of knowledge. I submitted an inquiry and the service person got back to me promptly and helped me with my problem. Thus the 5 stars. "
"Its relatively minor,but my first order from pryamid air was a couple tins of pellets. At checkout I paid for what they call 2 day ground. I assumed this was 2 day shipping. Wrong! They proceded to tell me that I should never expect anything to ship from Ohio to New York In 2 days. even though I paid for it. I get stuff from sweetwater in Ohio all the time and it has never not been delivered in 2 days. This must be a company policy or else their customer service staff are totally clueless. Am ready to spend around $1500 in a couple weeks but it wont be with these people. BEWARE!"
"I had been a long time customer of Pyramid Air until about 1 year ago. Up until that time I had purchased 4 high end air guns and numerous other items. Pyramid Air previously stood by their products with a 100% satisfaction Guarantee. Then they changed their policy but did not change the wording on their advertising. Now if you so much as fire the airgun once, they consider it used and the return shipping is on you. Even now, their return policy is misleading.In addition to that, Pyramid Air will advertise sales with a % off plus free shipping then in small print state that some items are excluded. However you don't find that out until after you give your credit card information. You may think your item is included in the sale because they accept the sale code and give you a % off, but then the free shipping which was stated in the ad is not included.My last issue with Pyramid Air is they advertise as having a BBB rating of A+. This has not been true since they began misleading advertising. They now have an A- rating."
Unbelievably bad customer service
"Good luck EVER getting to speak to someone at this company. they NEVER answer the phone and always put you in voicemail. They don't respond to email either....I really cannot believe they get away with this.....NEVER NEVER do business with this company."
"A good store until something goes wrong, can't get an RMA to return the product, they don't answer back, can't get through on the phone. The emails they do send are not at all helpful. Doug G. in customer service needs to be trained better."
800 dollar rifle delivered with cracked stock, treated like crap
"I ordered a SamYang dragon claw from pyramid air, it got delivered with a stock that was almost entirely cracked in half barely hanging on. I requested RMA, they told me one day for a code, it took over a week just to get the code. Spoke to a man names Mark multiple times, every single time he was rude as hell, condescending, and lacking any understanding. It ended up with me cancelling my order and ordering the same airgun from a retailer that appreciates my business. I am boycotting pyramid air due to this expierience and i suggest you do as well. Mark needs to get retrained in customer service or he needs to find a new day job altogether. "
Dismal Customer Service - Avoid
"I purchased a $1000 PCP pistol from PyramidAir in April. The item had defects/pitting in the anodized finish. They approved an RMA in early May. I returned the pistol and received a replacement with one week. Unfortunately, when I opened the replacement, it had the exact same defect as the original. I requested a second RMA hoping that they would inspect the next replacement before the sent it out to me. It's been over two weeks and I've called in twice and sent multiple emails to customer support...complete radio silence. They refuse to respond. I have been polite and simply asking for a status update."
Gletcher CO2 Mosin Nagant M1944 177. Cal Air Rifle
" Words can't even express how AMAZING and realistic this air rifle is. Even though it's a polymer stock...your mind will never convince you that it's actually plastic. EVERYTIME you pick up that Mosin air rifle....it feels like your holding the real deal. Out of all my airsoft and 177. Cal air rifles, this will be my FAVORITE rifle I have EVER purchased. I can not express enough how AMAZING the quality of this gun is. Even when im not using it to shoot outside.....I literally just want to hold it while im just sitting in my house watching TV or something(unloaded of course). Also ordered the rife on a Monday and received the rifle early on Thursday morning, YOU CANT BEAT THAT!!! You can also buy 1 pack of "40" CROSSMAN CO2 cartridges at Walmart for only 17 bucks.....so how can anyone pass this beautiful/amazing Mosin magant air rifle up?! Thank you PyramidAir.com for the best quality rifle I have ever bought from online! Will defiantly be keeping up with your Email's for future releases!!"
Pyramid sir is rated #1. Their volume and staged customer experiences portray this. My experience may b unique. But b forewarned. Because of
"Pyramid sir is rated #1. Their volume and staged customer experiences portray this. My experience may b unique. But b forewarned. Because of Their volume, they have little respect or concern if you have an issue. I had several related soley to service. And expressed this. And had zero feedback. If any readers want the details I'd Be very willing to share. $1200. Purchase. And totally lied to over the phone and treated like crap. So..... jus RespectfullyFrank"
"gun was defective. refused to repair or refund cost"