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Review 1/21/2011
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BUYER BEWARE, DO NOT BUY ANYTHING FROM AIRSPLAT.COM
- My items would arrive by Christmas Eve based on UPS shipping times from their state to my state (not realizing their company takes 3 days to get an order out the door) but there was no specific estimated delivery date provided nor was there anything that warned I would not receive the order by Christmas Eve so I ORDERED FOR XMAS EXPECTING TO RECEIVE MY ORDER BY THE 24TH
- I contacted customer service on the day I ordered to VERIFY I would receive my order by Christmas but customer service did not reply in a timely manner and eventually told me I would not get my order by Christmas. By then it was TOO LATE to order from another company with free (or ground) shipping in time for Xmas.
- I contacted customer service immediately upon receiving their response and requested that my order be CANCELLED and inquired about placing a new order with upgraded shipping to ensure delivery by the 24th. NO ONE RESPONDED, MY ORDER WAS NOT CANCELLED.
- I received my order 3 days after Christmas and obviously could not give it as intended.
- I gave the order to my boys on January 9th when they returned home from their vacation, the pellet dispenser (bottle feed) was cracked /broken, pellets were all over the box and both guns were broken inside of 5 minutes. WHAT A DISAPPOINTMENT!!
- My order total was $95.95 and I decided I wanted to return the entire order for a full refund because my whole experience with AIRSPLAT and their customer service was just awful. If the guns broke inside of 5 minutes just by cocking them, I didn't want any of their products (the other items were BBs and masks). I would prefer just to do business with another company who sells quality products backed up by decent customer service.
- I requested instructions (on 1-18 @ 10am)to return the entire order at their expense for a full refund and expressed my THANKS FOR RUINING OUR XMAS, this was the most wanted gift. I wondered if anyone would even bother to reply with return instructions… based on my experience so far, I was thinking NO. What more disappointment could you get when your most wanted gift is not under the Xmas tree, instead you find an IOU then the cheesy crap breaks after waiting weeks to get home and play with them?
- I received a generic response (on 1-19 @ 8:30pm) that did not acknowledge any of my complaints but rather told me to choose ONE of the following 3 options:
[ ]1. Return for repair/replacement within 30 days of ownership. (Replacement will take place ONLY if repair isn't possible.)
[ ]2. Return for exchange to different model or store credit within 30 days of ownership and specify the item code for the product you wish to exchange to.
[ ]3. Return for refund less 15% return fee (refund is only applicable for the first three days of ownership)
- CAN YOU SAY MAAADDD?!!! I guess that's their return policy, sure wish they disclosed that in the order process or even in the order confirmation/receipt!! But as we know, contacting them to cancel the order doesn't work anyway so I suppose it would not have mattered.
- I replied by re-stating my experience and all of my complaints and again requesting instructions to return everything at their expense for a full refund. I had to spell out the fact that none of the 3 options provided to me were acceptable. This is the next generic response I received (on 1-20 @ 8pm):
Dear Customer,
We are happy to hear from you regarding your concerns.
I was able to retrieve your order and do apologize for the inconvenience.
Unfortunately, per our policy, refunds are only available during the first 3 days of receipt of the original order. We will not be able to issue a refund. However, we may be able to offer repair/replacement for damaged or malfunctioning items, or an exchange to a different item if another is preferred.
Please feel free to contact us with any additional questions or concerns.
Sincerely,
Charles
Technical Support Department
- Perhaps I was not clear in all my previous correspondence where I have repeatedly explained my experience (as you read above) and complaints. Obviously Charles is not hearing that this standard option is not acceptable based on my experience with his company. I will now make my 4th request with all relevant information and file complaints with the BBB and attorney generals office. I'm afraid (based on the HUNDREDS of very similar complaints I have read on-line) that this will not go anywhere in which case I will simply mail the order back at my own expense and go through my credit card company to reverse the charges.
WHAT A NIGHTMARE!!!
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