Complaints

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

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  Botach, Inc

  4775 W Harmon Ave STE A Las Vegas, NV 89103-5215

• 

  Botach Tactical

  3423 W 43rd Pl Los Angeles, CA 90008-4907

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:12/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  I placed a first time order with Botach on 10/30/23 for 12 magazines. Order number is ******** for $`156.15. On 11/9/23 I emailed their customer service asking for an update on the order, as I received no notification of shipment or tracking number. This was about 2 weeks from when the order was placed. I was concerned because my order was placed in the status of backordered. I found this odd because all items were in stock at the time the order was placed. I got an email back from ***** the ** Manager who indicated that the translucent smoke magazines were the ones on backorder. She indicated that they would be in stock by the end of that week. On 11/17/23 I emailed the ** department again for an update. On 11/21/23 I get the same response that my order is still on backorder (yes. I can easily see that on their website). I replied back to Mykala that this was not what I expected based on ****'s response. Come 11/22/23 I get a response from Mykala that she sent an email to her team to request and update regarding the order and would promptly share the info with me asap, along with an apology for the inconvenience. I don't want any more apologies. I want my order. At this point I am extremely frustrated with the unprofessionalism and false inventory provided on their website. This isn't the business's first time doing this. If you look at ****** reviews you can clearly see that many others have been in the same situation and therefore it is obvious that this is a known issue that they still haven't resolved. I am requesting a complete refund. If this is not handled in a timely manner I will contact my attorney to get this resolved.

  Business Response

  Date: 12/20/2023

  Hello,

   

  This order was cancelled at your request on 12/06/2023

  Customer Answer

  Date: 01/12/2024

  The company refunded me my money.  I am satisfied with the resolution.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair 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 #******** 1 product totaling $271.56 ORDER PLACED 25th Oct 2023 LAST UPDATE 26th Oct 2023 Received October 28th 2023.I attempted to return the item and exchanged the item for a more expensive item because the specifications of the item were not what I needed. I was told no returns and no exchanges, but this was not told me or informed to me during the purchase process. It was not in my receipt or emailed to me at any point. I have made other purchases and there is no mention of their 14 day no refund or exchange policy. This is deceptive and unethical especially when customer service with take 10 days to resolve an issue. Example of order receipt below from a different order. I have copied it in its entirety, with no omissions except my personal information (address ect). Clearly no information about return policy or any info that does not allow for exchanges. Clearly intentionally deceptive. Thanks for your order Order #******** Ship to My address Holosun SCRS RED Multi Reticle Solar Charging Reflex Sight Holosun SCRS RED Multi Reticle Solar Charging Reflex Sight SCRS-RD-MRS ****** HoloSun $269.99 USD Qty: 1 $269.99 USD Subtotal:$269.99 USD Coupon Code (QN714700):-$40.50 USD Shipping:$6.98 USD Tax:$15.37 USD Grand total:$251.84 USD Payment method:Credit card Shipping method:Value Shipping (5 - 10 Days) for $6.98 USD Billing Address My address omitted ************* ********** RANK / TITLE PURCHASE ORDER #ARE YOU SALES TAX EXEMPT SALES TAX EXEMPTION INSTRUCTIONS.FEDERAL AGENCIES, ********************* ENTITIES CAN REQUEST SALES TAX EXEMPTION. EMAIL YOUR AGENCY PO / TAX EXEMPT ************ NUMBER TO ***************************. NOTE: SALES TAX WILL APPEAR ON ORDER CONFIRMATION BUT WILL BE REMOVED PRIOR TO FINAL ********************* STOCK PICKUP INSTRUCTIONS FOR IN-STORE PICKUP, USE OUR ADDRESS ********************************************************************* AND THEN SELECT "FREE CURBSIDE PICKUP" AS YOUR SHIPPING METHOD.

  Business Response

  Date: 11/22/2023

  Hello,
  I am very sorry for any confusion, You were told via email that you could not return as it has passed our 15 day return policy. This is located on our policy page.

  Business Response

  Date: 11/22/2023

  Hello,
  
  I forgot to provide the link to our policy page, but is is very clearly noted. 
  ********************************************

  I understand the customer is upset that they purchased the wrong thing, but it is simply outside of our return policy which provides ample amount of time to check and inspect the item purchased. 

  
  
  

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20896811
  
  I am rejecting this response because:

  The policy is not stated on the receipt or during the order process anywhere. When the customer service rep takes 10 days to resolve a complaint, then the reply is its outside the 14 day and that is the reason they cannot accept an exchange (I wanted to buy a more expensive item in exchange and pay the difference!). There was a 2 day gap in the original reply and another 4 days gap between replies. If Botach wants to take a hard line on the 14 days then they should reply more quickly and give all the information to the customer when they purchase something. A reply that is along the lines of "Well its on the website so you agree to no returns/exchanges/refunds because you shopped here" is not being transparent. Botach wants a hard line on 14 days, then do better, make sure everyone is informed, otherwise it definitely seems like they do not want customers to know about it.

  Other websites with no return or refund policies clearly state it in multiple places: On the item page, during checkout, and on the receipt so there is no confusing what the customer is agreeing to complete the purchase. Implied consent has no legal standing in retail commerce and the customer must be informed, the retailer must make a reasonable effort to inform the customer or "as is" status or "no refund policies". There is no implied consent legal precedent for e-commerce.  If Botach needs to understand how this works they can do to **** listing and learn how to create listings that inform their potential customers of return policies on item listing so there is no disputes later, its not difficult to understand, which leads me to believe this is intentional and deceptive. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 11/22/2023

  Hello,

  Your only email regarding the return was sent November 15th at 12:12 AM, Which is 18 days after delivery. We replied back November 15th, 11:34 AM asking for your order information. You replied November 16th, at  8:35 PM. We replied back Nov 20, 1:03 PM letting you know that it was outside of that policy. It counts from the day you reach out, (November 15th) Not the day a reply is sent. Our return policy is designed to be transparent and fair to all customers. We do our best to communicate it clearly on our policy page to avoid any confusion.

  We will not be able to accept a return as you are outside of the policy. I apologize and I wish you a wonderful holiday season.

• Initial Complaint

  Date:11/06/2023

  Type:Product 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.

  - my husband purchased 300 round of NEW green tip **** ammo. The product we received is Clearly damaged and not as shown in there advertisement that we purchased from. We received the rounds on 10/27 but as they were already closed for the weekend we were not able to make contact till 10/30. They initially refused to do a refund and claimed we didn't know what we were talking about and that th le ammo was brand new. They have not taken accountability at all. They finally agreed to a return but we have to pay to Ship it back to them as that are claiming it's not a defective poducted. It will cost us nearly 60$ to send back and given the conditions of the rounds and the attitude we have received. We feel that rounds are unsafe and signs of degrading.

  Business Response

  Date: 11/21/2023

  I wanted to confirm that the items you received are brand new and remain unused, packaged in bulk.
  As per our previous email correspondence, please be informed that you are more than welcome to initiate a return for the product. We are committed to providing a full refund upon receiving the returned items.
  If you have any further questions or if there's anything else we can assist you with, please feel free to let us know

• Initial Complaint

  Date:08/14/2023

  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.

  I placed and order 10 August 2023. Later that day it shows the order was cancelled. I did not cancel my order so am assuming the company cancelled it or it was an error on their part. I have attempted to contact their customer service multiple times through phone calls, leaving voice messages, and sending messages through the website and have heard nothing from them regarding this matter. I need an explanation as to why my order is being shown as cancelled, and if it was in fact cancelled then they need to send me my money back Order #********

  Business Response

  Date: 08/14/2023

  Order was not charged as we do not charge until it ships. The order came through as potential fraud and was cancelled due to this. We emailed on August 11th letting you know why the order was cancelled. It was sent to the email address that was provided to us on your order.
  
  The Authorization which you see on your bank account will fall off, This depends on how long your bank will put it on the hold before releasing. 

  Customer Answer

  Date: 08/14/2023

  The company is claiming that they do not charge until the order ships yet they charged me when the order was placed? 
  

  they also claim to have sent correspondence via email to the email address on the account and that is false, Ive received no correspondence from this company, Ive messaged multiple times through the website, and called and left several voicemails and they refuse to respond.

  At this point I need my money back this is ridiculous.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20461275
  
  I am rejecting this response because: you say that you dont charge until the order ships? So why is it yall charged me when I placed the order, and the money was taken out of my account? You also did not send me any emails regarding the order as I have no email correspondence from the company what so ever. 
  

  Yall dont seem to care about your customers as Ive reached out through the website multiple times, and have left a few voicemails and have received absolutely no communication from the company. 
  

  I need my money back this is ridiculous that Im even having to go through this process. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/15/2023

  Hello,
  Yes, We do not charge until it ships. If you look at the images you attached it says *******. It won't turn into a charge as its not shipping.
  You also didn't get an email as there was a typo in the email address provided to us on the order. You provided @tmail.com (attached is the invoice, Also note it says Paid: No). It is very important that correct information is provided so we can reach you when needed. Our **************** is email only, so if the email is not provided correctly we cannot reach you. 
  
  The pending charge will fall off, The order will not be shipping (or charged) as it came back as potentially fraud. Have a good day.
  

  Business Response

  Date: 08/15/2023

  Customer keeps leaving voicemails on our government line cursing ** out over this. We have kindly and clearly explained that the order was not charged and was cancelled. The order was cancelled as it came through flagged as fraud, You can see the images he attached saying it's a pending charge and it won't be charged. There's nothing more we can do to help the customer with this as we can't force his bank to drop the pending charge.

• Initial Complaint

  Date:06/30/2023

  Type:Product 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.

  I conducted an online purchase on 23 June 2023 @ 12:08 pm. The item purchased was X26 taser, like the one I carried while a Police Officer for 12 of my 32 years. I received the item on 29 June 2023. When I took a look at the item I noticed that the items battery was very low and the cartridge was damaged and unusable. I called Botach tactical and stated that the item would not turn on and that the cartridge was damaged. I wanted to request a replacement for the damaged, unusable cartridge and info on purchasing a chargeing unit. I was told that I would have to ******** it as the vendor does not carry it. Also, no assistance was offered when I mentioned the damaged cartridge.I feel that after serving my City and its great residents as a Police Officer for over 30 years that a bit more assistance could have been offered by this vendor. I would like assistance in a full refund. The sale advertisement did not state a "no refund policy". I would accept a working model with a cartridge that can be used. Information on who I can obtain a charger for this unit also.I am an owner of a Security franchise. After being given the green light to allow my Security Officers the ability to carry tasers I wanted to find a good deal and purchase several. I thought this vendor was trustworthy enough but, I was mislead.I would like some assistance from the BBB if any can be given in this situation.********************* ******************** ************ Botach X26 taser Order# ******** Online purchase date: 23 June 2023

  Business Response

  Date: 06/30/2023

  I am very sorry as stated on the website all police trade-in Tasers' aesthetic and functioning conditions vary, they are received from various sources throughout the country, we make no guarantees to their functionality some units may require replacement parts to function or may not function at all. All used items are sold as is with no returns or exchanges. I apologize for any inconvenience this may have caused.
  
  I have attached an image of the description that states this. Please understand you agreed to these conditions when you purchased the item.

  Customer Answer

  Date: 07/02/2023

   
  Complaint: 20257560
  
  I am rejecting this response because: At the time of purchase there was nothing stating that the items were in unknown condition, missing parts or in need of any repair. I would not have purchased the item had any such statement been part of the advertisement. Because this is now "false advertising" I would now request a full refund. I feel that this vendor has taken advantage of me. I am a 32 year Vet of a ********************** and also a 10 year Vet of the U.S. Army. I would appreciate the BBB's assistance in this matter.

  Thank you

  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/17/2023

  I am very sorry as stated on the website all police trade-in Tasers' aesthetic and functioning conditions vary, they are received from various sources throughout the country, we make no guarantees to their functionality some units may require replacement parts to function or may not function at all. All used items are sold as is with no returns or exchanges. I apologize for any inconvenience this may have caused.
  
  I have attached an image of the description that states this. Please understand you agreed to these conditions when you purchased the item.

• Initial Complaint

  Date:06/05/2023

  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.

  I placed and order with them on May 16 and the package was damaged or destroyed by **** I reached out to this company, who has my money, and keep getting a run-around/same canned response by their customer service. Cannot reach them by phone as they wont answer so all correspondence has been done via email. They have over $600 of my money and I have no product. I simply want my product or my money. They are horrible to deal with.

  Business Response

  Date: 06/05/2023

  Hello,

  I am sorry for the delay, Due to the order being damaged in transit I have went ahead and put in a refund request for your order. It will be back in your account within ***** hours. 
  I wish you a wonderful day and rest of the week!

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20135429
  
  I am rejecting this response because: I have asked repeatedly for this order to be re-shipped and yall refuse to do it. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/06/2023

  Hello,

  There was never a refusal to ship, We had been in contact with you about your order and your orders status. You were unhappy with the processing time and then threatened ** with this case, and to contact your bank. Due to these threats we will now be proceeding with a refund to get this case closed and you the resolution you wanted, "Item or your money".  If you still want/need the items please feel free to place a new order. 
  
  The refund has been issued to you, You will see it back in your account within ***** hours.

• Initial Complaint

  Date:04/17/2023

  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.

  I ordered a red dot and tripod on March 17,2023 and have yet to receive and items. I have emailed and called and either I get the same canned message or have to leave a voicemail. The items show in stock on their website. If they would give me honest updates I would not be complaining but since I cant get an honest response from them I would like a refund. I really wanted to support this business as they have many good reviews, just not in my case.

  Business Response

  Date: 04/18/2023

  Hello,

  This order was cancelled and refunded as requested via email on 04/17/2023

• Initial Complaint

  Date:04/06/2023

  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.

  I placed an order for an OSS suppressor on 11/11/22 (Order#********). I then had my FFL send their info to start the transfer to my dealer. I was told that they had received my FFL information. A form 3 Transfer between dealers should only take 10 days at most, but afree almost 5 months of back and forth emails asking for updates I decided to cancel the order. They then changed the listing to show that any cancelled suppressor orders would have a 50% restocking fee AFTER I had cancelled my order. It also states on that notice that delivery to a dealer should only take **** days. Now they are trying to keep half of the purchase price after not shipping for close to 5 months. As stated a Form 3 should only take 10 days, and I waited almost 5 months before cancelling the order.

  Business Response

  Date: 04/10/2023

  Suppressors do take time, Our website does state this and is does state that if the order is cancelled there is a 50% restocking fee and this is something you agreed to when making this purchase. Suppressors are not and item that is easily cancelled once processed. You also emailed us stating that if we did take the 50% restocking fee you'd prefer to keep the order open which we did do for you. 
  
  We are getting a little but of mixed resolutions from you, please either reply here or email us with what you'd like to do: Cancel with the 50% restocking fee or keep it open and ship once the *** approves.

• Initial Complaint

  Date:03/01/2023

  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.

  I ordered a product from Botach and the product did not fit true to size. I requested an exchange and they gave me a RMA number but I had to cover the cost of return shipping. After I they received the item they informed me that I would have to pay for them to ship the new item to me. This information was not disclosed prior or else I would have kept the item since it was slightly large and could still be used. I have the receipt for the shipping and emails for purchase that can be provided upon request. I also implore you to look at their website to see that no such information is present regarding returns/exchanges.

  Business Response

  Date: 03/06/2023

  Hello,
  
  You item was returned and refund was processed on 03/06/2023. We do not refund shipping cost as the item was as ordered and you no longer wanted as it did not fit. I understand this is not the response you wish to hear but this is our policy and our return policy is noted on our policy page. I went ahead and attached the record of your return and all of your emails to us with our **************** Rep for our, your, and the BBB's reference. 
  
  Your return that you were owed was refunded, We are sorry the item didn't fit and wish you a wonderful day. 
  

• Initial Complaint

  Date:11/08/2022

  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.

  On September 29th, 2022, I ordered a number of items from this company's website. The order totaled $161.74. The order was shipped on September 30th, 2022, and delivered on October 5th, 2022, by **** The order arrived without all of the items that I ordered. I ordered six bottles of a S*** and Span cleaner and only received one. I also ordered a small utility pouch that was not in the delivered package. Total, the items not received are value at approximately $50.00. On the next business day following delivery I left a voicemail message with their customer service. It appears that this is the only option as they never have a real person answer their phones. I also submitted an online form to customer service. I did not receive a reply to either message. After approximately two weeks I tried again. Again, no response. They have collected approximately $50.00 from me without sending me the items that I paid for.

  Business Response

  Date: 11/08/2022

  I am sorry to hear about items missing from your order. We did receive your voicemails and have emailed the email address on the order to get in touch and assist you. We emailed on Oct 6th, and then again on Nov 1st and did not hear back. Please review the email(s) sent and reply back so we can proceed with getting this fixed for you. You can also email us at *****************************. 

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18371180
  
  I am rejecting this response because: I did not receive any emails from Botach related to my complaints. If I had I would not have had to go to all the trouble of initiating this complaint. I just logged into my Botach account, and the email address is correct. I received all of the correspondence initially related to this order and all of the other orders I've plcaed over the last couple of years. So why did these two emails that they are saying they sent not come to me? Sadly, it sounds like they're making up a story.

  I also don't know why I would have accepted their response as there was no solution proposed. They want pictures from the order received??? The order was delivered two months ago. I've stated what was not in the order. Why on earth would they want pictures of what WAS delivered??? Those items are here and I'm not saying they weren't received. I received one bottle of a cleaning solution that should have been six, it was a six-pack! The utility pouch wasn't there either.

  This isn't the first time this has happened. An order quite some time ago didn't have a neck gaitor that I ordered. I called, left a message and they never replied. I just let it go that time.

  Please have Botach contact me at ************ or ************************** as you can clearly see I received your BBB email just fine.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/09/2022

  Hello,
  
  I did attach images of the emails that were sent to your email address, Please check your spam as it may have ended up there. If you need it resent please email us at *****************************
  We need the claim sheet that was sent with those emails to be filled out and returned to us to proceed. Thank you. 

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18371180
  
  I am rejecting this response because: Again, no real solution or resolution has been proposed, or agreed-to by Botach. They're claiming to have emailed me in-the-past, and that's simply not true. I use a desktop version of Outlook and any/all spam is received as any other email. It simply goes into a Junk Email folder where its arrival is visually apparent to me.

  I just received an email from Botach, and their customer service department. It DID NOT have the attachment that they referenced in their last reply. I have replied and have asked them to actually send me the attachment. Assuming they actually send it, I'll complete it once received. Once they have refunded me the value of what was not received, or I receive the products paid for, but not received, I will 'accept' their response. Right now it's just all hat, and no cow!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/10/2022

  We have looked into this further and you have reported our emails as spam when we reached out in September about another order, That is why you're not getting them now. Please email us at ***************************** to fill out the sheet we have sent 3 times now (as I sent it again yesterday) in order to proceed as we are not able to reach out to you due to the spam report. I will also attach it here. Once this sheet is filled out we can reship the claimed missing items or refund, but we cannot proceed until it is filled out. Thank you.