Terrible Customer Service!! And they shipped a rifle that needed to be fixed.
“OK, yeah I know this is very long. Trust me I am trying hard to shorten it, but it requires quite a bit of detail to make it clear what happened. And to convince you that you do not want to do business with this company. Here goes:
We ordered a rifle, and after the first time we used it, we noticed something wasn't working correctly.
I went online to chat with customer service and they knew exactly what it was and immediately told me I would need to send it back to be fixed! I had JUST received it and taken it out of the box!
The rep didn't seem to think that should be an issue... we finally agreed that they could send me the (very small) part and I could fix it myself. (BTW it's been 3 weeks, and I have never received that part, which they said would take 3-5 business days.)
We used the rifle 2-3 more times (it's still usable without the part we are waiting for), and something else stopped working, so I decided to use the online chat again.
Did I mention their online chat is EXCRUCIATINGLY slow? It can take literally 5-10 mins to get a response from them, and this is in the MIDDLE of a chat conversation with them... a very simple conversation can take 30-45 minutes! I mentioned this to them, and the rep told me she's chatting with a lot of people. I commented "That doesn't seem like a great idea"
OK so I am online telling them the new thing that isn't working. They ask if I want to return the item, and I asked if that was an option (because at this point YES I would like to return the item!).
I asked the difference between a repair or a warranty claim. She said I would receive a replacement for both options. I ask about cost, and she says "A return is an exchange."
So I ask what is the difference between a warranty and a return. She chimes in with "or you could purchase a TLC package for repair"... UH. I just got it! Why would I pay to repair it!?
It went on like this, with her giving me a lot of unclear information:
"the only cost would be the shipping for the defective product" "we will replace it once received at our cost" "we can issue an RMA to you or refund your order"
Then someone else came on the conversation and the initial rep left. Then I'm told: "we can issue an RMA to you or refund your order"
Then the original rep came back: "Please call in to speed up the process" I answer "so you can't, right now, just answer my question" To which she says "The only thing you will need to pay for is the return label for all methods".... THIS IS LIKE PULLING TEETH!! Are you going to actually MAKE me ask again HOW MUCH.
Yep. She did make me ask.
"$13.43 for standard shipping " By this time I was so frustrated I really did not care if I had to pay 13 bucks to not EVER have to deal with them again. So I told them to send me the label.
The next day, I called their phone # (for faster service, remember). I wanted to confirm that if I use the label they sent me, it is clear on their end that THIS IS A RETURN.
Their website states they're available by phone between 7 am and 7 pm Pacific. I called at 5:15 Pacific, and I got a message saying their customer service hours are from 9 am to 5 pm. GAH!
SO, I call the NEXT day, between the hours of 9 am and 5 pm, and guess what! ring, ring ring --- music music music --- and repeat. About 5 times. Then a recording tells me their system is full and they can't talk to me and thank you for using their service and then it hangs up. Yep. Hangs right up on me. So much for faster service.
So I got to do the online chat with them one more time. Sigh... and now I will ship the rifle back to them and cross my fingers that a refund magically appears on my credit card, and I never have to deal with them again.”