Still Waiting For My Rifle - Lost or Stolen ?

Baz JJ

Baz JJ

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I purchased a new rifle from Airsoftworld.net and was pleased to seeit was shipped on Monday and due on Tuesday.

After waiting in all day Tuesday and then most of Wednesday, it hasnt arrived.

Checking UPS tracking, it suddenly changed from to be delivered on Tuesday to in transit.

Calling the retailer, they were going to check with UPS. Despite another call to them to chase, Im still waiting for a call back. Ive sent them three emails and never replied to any of them.

On the last call, they said we will call you back when we have something to tell you.

So Im in gun limbo.

We are now on Saturday and nobody is saying anything.

Talking to UPS is like having a conversation with your own answermachine.

Despite paying a wodge of money, it seems that I as the buyer am the only person being inconvenienced and I guess I have to wait around until somebody decides to act.

It was purchased via Paypal, so I gave raised a dispute through them.

Some might say Im being premature, but to my mind, if UPS cant locate it by now - 3 days, then its gone...

 
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If that's the case Baz, then the retailer need to make a claim against the courier to reclaim their loss and to speed up the process of sending you out a replacement or getting you a refund.

It's pretty poor that the retailer is not communicating effectively with you, but just be persistent and keep bugging them.

 
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yer just make such a nuisance of yourself that they cant ignore you, refuse to get off the line until you have news. have you tried phoning your local depo directly? or even visiting if its not to far. its what i do. then if they still dont budge just ask for the person for their name and position and then ask to speak to their supervisor which they have to put you through to. if they ask why you say because i need everyones names and positions for when i contact my lawyer.... this has worked for me so many times. companies are like oh sorry theres nothing we can do and you mention court and lawyers and they are suddenly like oh i have just spoken to my supervisor and we can do this for you.

If you have payed for it to be delivered by a certain date and they havent then its a breach of contract.

just mention stuff like that and it usually speeds things up.

 
The last and second time I phoned them, their attitude was polite but very much one of, we will call you when we have something to tell you.

UPS is a company that doesnt want to talk to you. Ive contacted them twice via their online live chat - they dont allow you to speak directly by telephone to real people. Each time they have effectively just given me platitudes and told me what I can read for myself on the UPS tracking website.

I suppose it will hinge on when UPS finally decide that their attempts to track and locate the missing parcel are getting nowhere and they accept it is permanently lost. I have no idea when this will be and the contract for freight is between the retailer and UPS, so the retailer has more clout.

I know these things happen, but Im very disappointed with Airsoftworld. The measurement of a good company is what they do when things go wrong, not what they do when things are going well.

Their customer service sucks. Keeping your head down and refusing to communcate with the customer when there is a problem is not the way to do it.

A decent company would at least be in touch to tell me what they have learned and keep me abreast of what they are doing to move things forward. I have to draw the conclusion that they are doing nothing.

Paypal will now contact them with formal news that Im complaining to them. If I dont get some answers then I will escalate it to a claim on Paypal and they could take the money back from the retailer to refund me.

 
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and just to rub it in, Airsoftworld have sent me an email asking to put feedback on my new rifle on their website.

Tempting !!

 
Baz JJ said:
and just to rub it in, Airsoftworld have sent me an email asking to put feedback on my new rifle on their website.

Tempting !!
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i wouldn't worry about airsoft world doing something stupid they have had years in the airsoft industry and have a reputation they wont throw it all away for 1 gun i would just ring them and email until something gets done its not an excuse for them but they are a massive airsoft retailer and probably have a lot of other orders and are trying to deal with your order, just takes time

 
Maybe thats the problem.

I will no doubt have to give them another call on Tuesday when they re open.

Im about to buy another two guns and haven't decided where from yet so we will see.

 
Well I raised a protest via Paypal and surprisingly I got a reply through Paypal within 24 hours from somebody called Steve.

He said they couldn't do anything until UPS confirms it is lost.

The gun is a week overdue today despite being ordered on a 24 hour overnight delivery.

 
Say you want to cancel under distance and selling regulations unless it has been more than 7 working days.

 
Still nothing. I have suggested to Airsoftworld.net via Paypal, as they only seem to communicate via that method, that as UPS still havent managed to find it, that the right thing to do would be to ship me a duplicate rifle and tell UPS to send them the original one back, if they ever manage to locate it.

It completely baffles me that a product despatched on an overnite 24 hour delivery that I have indirectly paid for, is over a week late and the only person inconvenienced by this is me, the customer.

You can blame UPS for being incompetent but Airsoftworld.net could easily just ship a new one out and modify the delivery instructions for the original one to get it back to them.

Why do I think that everybody is taking the P*ss and expecting me to sit around and wait and see what transpires.

 
AW haven't got the best customer service,in fact they can be very rude as my friend found out,they don't return calls,etc,etc..their prices are good if they get it right first time.

 
Baz JJ said:
Well I raised a protest via Paypal and surprisingly I got a reply through Paypal within 24 hours from somebody called Steve.

He said they couldn't do anything until UPS confirms it is lost.

The gun is a week overdue today despite being ordered on a 24 hour overnight delivery.
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When do they consider it lost?RM is about 18 days..IIRC.

 
Thanks.

My similar post on another forum has been locked abruptly so I can only assume there has been a complaint.

If the mods allow it on here, I will continue to update as developments occur.

I have stuck to the truth and tried to be objective and balanced.

Although I havent individually acknowledged comments, I thank you all for your suggestions. I can confirm that they have all been taken onboard.

I wish Id read the review in 'places to buy from', before placing my order.

 
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After ten days of non delivery UPS have now updated their tracking site to say that a claim has been issued, so this suggests to me that they have finally accepted that its lost. I have asked Airsoft World if this means I can have my rifle now.

 
Baz JJ said:
After ten days of non delivery UPS have now updated their tracking site to say that a claim has been issued, so this suggests to me that they have finally accepted that its lost. I have asked Airsoft World if this means I can have my rifle now.
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At least it's a step in the right direction. Now it's in the retailers hands to sort this out for you. Hope you get it sorted soon buddy.

 
I must say this "lost" bullsh1t from couriers is just crap......its not lost its STOLEN!

It once took me 3 months to sort out a screw up by parcel monkey that saw me having the police knock on my door and being questioned for obtaining money by deception as the item had not delivered in that 3 months. After many calls and emails to parcel monkey and the police calling them they "found" my package and delivered a box of chef whites.......................................I sent a Ford Focus bolt in roll cage! Another 2 weeks later the cage was delivered.

 
I would imagine a box containing an airsoft rifle might be quite an appealing find for someone. Can something really disappear or be misplaced in their network for this length of time ?

To be honest, I just want what I paid for, two weeks ago now, oh and a retailer that returns my emails or phone calls.

 
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Baz JJ said:
I would imagine a box containing an airsoft rifle might be quite an appealing find for someone. Can something really disappear or be misplaced in their network for this length of time ?

To be honest, I just want what I paid for, two weeks ago now, oh and a retailer that returns my emails or phone calls.
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AirsoftWorld suck once something goes wrong. If you order something, it's in stock, works fine, and you get it there's no problems with them.. But once something screws up... They are well and truly useless.

 
I had a UPS van pull up outside just now.

Great I thought - my gun.

The driver came to the door and asked me to sign a UPS form to say that I had not received the package.

It looked official and had the Airsoft World name and contact person on the form.

They already rang me last week and asked if I had received the package and I told them no.

Now they have sent a van round to get a signature to that effect.

 
Baz JJ said:
I had a UPS van pull up outside just now.

Great I thought - my gun.

The driver came to the door and asked me to sign a UPS form to say that I had not received the package.

It looked official and had the Airsoft World name and contact person on the form.

They already rang me last week and asked if I had received the package and I told them no.

Now they have sent a van round to get a signature to that effect.
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It's just part of the claims process. Keep tabs on it if you can. Checking your tracking number with UPS might get you an update. But it would appear that by UPS coming for your signature means that they're coming to the end of the claim process.

 
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