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Airsplat Complaint - Unbelievably bad customer service - Airsoft Rifle
Airsplat Complaint

Airsplat Complaint


Unbelievably bad customer service - Airsoft Rifle

Sent an airsoft rifle back for service almost a month ago. My son got this for Christmas and used it twice before it broke. I received the RMA and followed their instructions to a tee. Included a postal money order for the $50 stated in the box with the returned rifle. RMA stated that every effort is made to fix and ship the product back within 2 to 3 days. Approximately 1 and 1/2 weeks went by, so I had my son call to check on the status. He was told that a part was needed so it would take a couple more days, but he should have the rifle back in 3 to 4 days. Another week went by and my wife called back and spoke to Eric who stated that payment of the $50 was needed before the rifle could be sent back. Mind you the postal money order was in the box and no one mentioned any of this in our earlier communication. My wife gives Eric the postal order serial number and he says that they'll check it and ship the rifle within 24 hours if everything is in order. No reply after 6 days, so I call and speak with Abbey in customer service. Explain the history to her and she says no payment was received so they still need the payment before they ship the already repaired item back. Not happy to pay again, but could I do. I gave them another $50 by credit card, and Abbey tells me I'll have a tracking number within 24 hours. I call today and coincidently Abbey picks up my call. I ask for the tracking info and she states there isn't one yet. I reminded her that she took my payment and gave me the 24 hour timeframe for tracking. She offers no solution other than I have no answer for you in essence. I state to her that I'd like to speak with a manager or someone of authority, and she says the manager is on the other line. I said I'll wait and she says she can't put me on hold. She then says Tracy the manager is at lunch, so I asked her which one is it on another line or at lunch. Abbey says she hasn't been feeling well so she was confused. I insisted to speak to someone who might care about any level of service higher than given to this point. She puts me on hold then comes back and says there is no one and can't give me any shipping info. Through all of this, not once did anyone offer apologies, show any level of concern for customer service, or seem to by motivated to even try to resolve the situation. As is usually the case with issues like this, I'm sure I've missed some of the frustrations that this involved, but the sum is this company is severely lacking in any sense of customer oriented business principles. I'm told by Abbey that she will call me back with an answer, but that was after pulling teeth just to get her to attempt any level of assistance beyond the "I have no information for you" response. They'll forgive me if I have little faith that I'll get a call back. I will post a follow up. If they resolve it, I'll give them credit for the resolution. If they don't, I will post everywhere I can find to alert anyone considering doing business with this company.

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