Complaints

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:12/20/2023

  Type:Customer Service 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.

  Placed my order using the businesses website, which automatically applies a 10% new customer discount. They also offer an unspecified veteran discount for those that sign up on a third party website, which I am hesitant to do for security reasons. I was granted no discount, the value of which should be considered. My order for four items was placed on oct 23, and included in "order notes" section of order form, instructions for an accessory be fitted on one item, a well as a request to be contacted to discuss item specifics and to ensure order was correct. Understood a 4-6 lead time. After 6 weeks, received notification that the order had shipped. When it arrived, I saw that the one item had not been made for the accessory in question, and emailed the company to discuss. I called since I had not gotten a response, was told that the "order notes" was blank and no discount code had been applied. Was told that the item could be remade if shipped back and paid a restocking fee. I explained that I was certain I had included notes and that the error was possibly technical in nature, arguing that I should not be penalized for a problem with the website. Perhaps something went wrong when the website was updated, ie the lead time has changed to **** weeks since my order was placed.Amount paid includes $10 shipping. Returning it cost $20, I expect to be charged to ship the corrected item.

  Business Response

  Date: 12/28/2023

  To start. This issue has been resolved with the customer via phone so this complaint comes as a surprise.  But we would like to respond to the complaint since it has been filed.

  We do offer a 10% discount to new customers.  The discount can be automatically applied using an email link or you can enter the code "Welcome23" at the checkout.  We do offer a 10% military and first responder discount using a third party verification site called www.govx.com.  This is a highly reputable website that is widely used by online retailers.  This website allows us to verify service so the discount isn't taken advantage of by people that do not qualify.  Only one discount can be applied at any given time.  Discounts are not eligible to combined ever. If the customer realized a discount wasn't being applied he could have called after placing the order and we would have gladly applied the discount then.  That also would have been a good time to bring up the accessory that needed to be accommodated.

  We often make holsters for accessories which need to be communicated to us by the customer.  We include a section during the order process for order notes, which is a place for customers to notify us of any special request or anything that they feel would be important about their order. This customer's order did not have any order notes, nor did he email or call after placing the order to let us know of the accessory.  So naturally we filled the order as it was submitted through our online store.  

  Standard procedure for us when a customer makes a mistake placing an order is to accept the custom made holster back with a 20% restock fee (80% credit).  We then will expedite a remake order that the customer pays for.  As a courtesy we expedite this at no charge because we realize accidents happen.  The 20% restock fee is meant to help cover the cost of making the original order.  No business is sustainable making two items and only being paid for one.  

  I can assure there was no issue with the website that caused the miscommunication on this order.  Our analytics show that this customer shopped our website over a 15 day period and had 63 individual sessions before placing the order.  I think the problem likely arose because after that many sessions you may get lost on which link you clicked, which discount is being applied, or which note was typed.  I encourage people to shop as long and as many times as you need but please make sure the order is placed correctly for your needs.

  In my opinion the customer is avoiding responsibility for their mistake because of the expense.

  The issue has been resolved with the customer.  The resolution was that we would apply the discount to the original order.  That refund effectively pays for the remake.  The customers remake order is in production and will be shipping ASAP.

   

  Customer Answer

  Date: 12/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Called the bbb on the day the business offered resolution, apparently someone didn't get the message i left stating that it could be dropped (getting tired of this same problem, is this a cultural issue?) As far as Wright goes, I'm satisfied with the end result, but we could've come to the  same conclusion without the insult or the ignorance.

  
  Moving forward, 
  
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