Complaints

This profile includes complaints for Aviator Gear, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aviator Gear, Inc

  1661 Riverside Ave Jacksonville, FL 32204-4000

  
• 

  Aviator Gear, Inc

  221 N Hogan St # 369 Jacksonville, FL 32202

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order for model helicopter placed on 02/21/2023 with an estimated completion date of 05/01/2023. Company was contacted on 05/10/2023 with a status check as I hadn’t heard anything from the company, only to get a run around response and excuse that there had been production problems and the order hadn’t even been started. 05/31/2023 I am told the order is now being molded with no timeline information available. 06/28/2023 after reading several reviews from other’s experiencing the same problem with no actual solutions, I submit my own review. 06/29/2023 I get an email from the company stating my order has been cancelled. I email the company back stating I did not cancel the order nor do I want it cancelled with no response from the company.

  

  Business Response

  Date: 06/30/2023

  2/14/2023
  - Order date.
  2/15/2023
  - Designer contacted the customer and informed him
  when to expect the custom order form.
  2/17/2023
  - Emailed custom order form for approval. Customer requested to upgrade the
  base (stand B).
  2/20/2023
  - Sent updated form for approval and payment request for the stand upgrade.
  2/22/2023
  - Customer paid the balance and approved the order form.
  2/23/2023
  - We thanked the customer for his payment and informed him that we will proceed
  production on his order, which normally takes 10 weeks from this approval date.
  5/11/2023
  - Customer emailed asking for an update and informed us that he hoped to get
  this before June as it is a gift for someone and it’s getting close to that
  deadline.
  5/12/2023-
  Customer was informed that his model is in molding stage and that we are not
  able to provide an estimated completion date. We apologized for the delay and
  explained an unforeseen circumstance in production and that we are also
  experiencing an unusually large number of orders, which has disrupted our
  normal delivery schedule. We further explained to the customer that we are aggressively expanding our staff to improve our production timeline.
  5/31/2023
  - Aviator Gear sent another update to customer, model is still in molding stage
  and we do not have an estimated delivery date.
  6/1/2023
  - Customer asks for the completion date. "With it being in molding stage, what
  does that look like for a timeline to finished product?"
  6/5/2023
  - We emailed the customer, “Hi *****, I apologize but I am not able to provide
  the completion date yet.  But as soon as
  production will provide the information, I will email back. Thank you!”
  6/29/2023
  - Customer left a ****** ****** on **********.
  6/29/2023
  - Aviator Gear decided that due to the customer’s pre-emptive ****** ******,
  prior to receiving the model, we needed to fully refund the payment and not further
  anger the customer.
  6/30.2023
  - We fully refunded the payment, canceled the order, and informed the customer.
  

  Customer Answer

  Date: 06/30/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  When purchased, I was informed it is a 10 week production period. When I asked for an update I was told on 5/12 that it was in molding stage. With no completion date. On 5/31 I received a separate order update however the word “still” in regards to it being in the molding stage was not present. The email read that the helicopter “is in molding stage”. Now, since this is an update, that would imply that the first time I was told the model was in molding, I was lied to and misled. Even after this point, the company is still unable to provide me with a completion date even though when I purchased the item, I was told 10 weeks so now we are rolling into false advertising.

  Upon leaving a review, the company at no point contacted me or tried to contact me. The company simply took it upon themselves to cancel an order that was already paid for. Upon notification of this cancellation, I immediately emailed the company back and told them at no point did I want this cancellation and I still wanted the order filled in a timely manner. After reading similar reviews in the last couple months, it was stated by the company that those customers orders were discounted. Discounting other orders but canceling my order all together leads us down the road of **************.

  
  

  Regards,

  
  

  ***** ********

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 07/05/2023

  We did respond to the customer. Here is the email. The customer preemptively attacked the reputation of our company with a 1-star review without allowing us the opportunity to work through our production issues. The leadership of the company decided that we would be unable to appease the customer and that it was best to fully refund his payment to allow him the opportunity to find another company to fulfill his order. We wish him the best.

  From: ***** *******
  Sent: Thursday, June 29, 2023 3:43 PM
  To: *********************** <***********************>
  
  Subject: Aviator Gear - ***** ******** (Order ************)

  
  Hi *****!
  
  Our team is reaching out regarding your order ************.
  
  We have been notified of your recent 1-star review, and we are so
  very sorry for the delay and inconvenience we have caused you. Our Wood
  Production Team is in the midst of resolving a production issue and working to
  get orders out the door as quickly and carefully as possible.
  
  Please know that we have gone ahead and canceled and fully
  refunded your order. Your refund receipts are attached.
  
  Do let us know should you have any questions or concerns - we are
  always here to help ??
  
  Thank you, *****, and
  have a wonderful day!
  
  ***** *******

  Customer Answer

  Date: 07/06/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  As stated before, when I reached out to the company to advise I did not want my order canceled, I received no response. The email received on 6/29 was to inform me the order was canceled without first speaking to me to try and resolve the issue and frustration. Leaving a review is not grounds for terminating an order. At no point did I tarnish this company. This order was a gift for my husbands ******** ** ****. The company marketed this product with a timeline that would reach that deadline. After a lack of communication and informing me of any production issue that came up and caused delay, the product went beyond the deadline promises. The bigger issue is that the company made no effort to inform me of these issues until the deadline passed, and I reached out to them. Other consumers have every right to know before purchasing from a company what their timelines are. At no point did I bad mouth this company. I made very precise and factual statements to let other customers make their own judgement whether or not to purchase based on the actual events that have unfolded in this transaction. If my factual statements lead Aviator gear to is will have a negative effect, they should conduct their business more professionally and inform paying customers of issues that come up long before the customer has to reach out the them. As stated before, since others got discounts and mine was the only one canceled immediately following a review, that leads me to believing that my product had never actually been started even though I was told it had been, or that this is just **************. 
  

     Until this company agrees to complete the order that was placed 5 months ago that I did not cancel, I will continue to reject any other response from this company as there is no acceptable excuse as to why the order was canceled to begin with.

  
  

  Regards,

  
  

  ***** ********