Still Waiting For My Rifle - Lost or Stolen ?

If you paid extra for overnight shipping, then you'll be wanting that money back (and overnight shipping on the replacement parcel FOC).

The retailer should have sent a replacement by now to be fair. If it had been me I'd have paid by card so would probably have reclaimed my money via either credit card reclaim or visa chargeback by now. Not sure how it works with PayPal. Certainly I'd have mentioned it to the retailer - I find mention of court etc doesn't get you far, but informing them that you will have your bank remove your cash from their bank account without their permission does.

If you'd not specified an overnight tracked service then I could understand the retailer being reluctant to refund, send another, etc but I think it's pretty poor that you're still waiting.

 
Thanks for your message of support.

The rifle was shipped on the UPS 24 hour service which I believe us the default service used.

The fact that UPS has lost it is unfortunate but I guess these things happen from time to time.

What has really wound me up is that Airsoft World doesn't respond when I contact them. Their customer service response is terrible.

The rifle should have been delivered two weeks ago. The last I heard from the retailer was when I contacted them through

Paypal and they were obliged to respond.

I have to learn everything from the UPS tracking site.

 
Last edited by a moderator:
A further development.

Airsoft World sent me a message via Paypal saying that UPS have confirmed to them that the rifle has not been delivered and they are ready to despatch a replacement.

Great !!

However, they want me to cancel my dispute via Paypal first. A guy called Duncan asked me to call him when I had done this.

I spoke to Paypal and they strongly advised against this as once a dispute is closed it cannot be reopened.

Also, if the replacement doesn't turn up or is damaged, etc it causes problems.

They also advised me to escalate my dispute to a claim which they did for me,

Out of courtesy, I phoned Airsoft World to explain what I was doing.

First of all, I got the run around. Duncan is busy, cant come to the phone, etc.

Had a bit of an exchange with the guy answering the phone and then Duncan came on.

Seemed reasonable enough and he has agreed that a replacement rifle will be despatched today.

Apparently, they have had a lot of problems with UPS recently and will be using TNT for the despatch, so we will see.

 
hope you get it all sorted and i hope they sort it out as this shows lack of customer service and its frustrating as you have to do all the work!!

i agree to the case! i have had problem with companies and now use pay pal for every thing i can as they do cover you.

 
well i hope you get it pronto mate, i like to see your not taking shit from them.

 
Well checking the Airsoft World order tracking, I can see that they have processed a duplcate order but it doesnt look like its been despatched as Duncan promised it would and there are no tracking details for TNT or anybody else.

It just goes on and on.

Meanwhile, the claim stays via Paypal and the funds are frozen there so they dont get paid.

 
It's a sticky old position that... Agreed, ASW can be a great company at times, but also a pain in the ass as they seem to not want to go that step above.

You can see their problem though, person says the package was never delivered, UPS says please goto this page and fill this form then bug us for 3 days till we bother to respond. If nothing is heard then letting you know every day that nothing has happened is just as annoying for both parties.

The Paypal issue means the funds for the goods are in limbo so they could technically provide the goods and not get payment.

Just thinking from both angles, but i agree, it's a sod of a position to be in.

Hope it gets resolved soon. TBH, i tend to take a roadtrip and buy directly from the shop, slight more expensive, but garuntees results.

 
Hi Zyras.

Yes I fully understand all the angles.

However, they have never returned one call or e-mail throughtout the whole procedure.

I have had to make all the running and they have only responded when Ive communicated to them through Paypal, where they are obliged to respond.

I didn't expect an update every day, but in the period of two weeks that the rifle has been missing, it's not unreasonable to expect an e-mail or a call to say what is happening and when there may be a resolution.

Even now when their claim has been accepted by UPS, they promised to send the replacement rifle out and it hasnt gone yet.

I had made arrangements to be at home today to sign for it and ensure it arrives.

Im getting deja vu here.

 
Im not surprised they haven't sent out a replacement, you've opened a PayPal dispute and taken the money away from them!

no money = no product.

 
It doesnt work like that.

As I mentioned in an earlier post, they posted a request via Paypal for me to cancel my dispute, which has been in place for some time.

They said they would only despatch if I cancelled that dispute. I sought advice from Paypal themselves and they said that would be extremely unadvisable as I would effectively be throwing away my rights in that you couldnt reopen a dispute if the replacement gun didnt turn up or if was incomplete etc.

In fact they said that the retailer wasnt using Paypal properly and they should know that.

They wanted to escalate the dispute to a claim due to the time limits and I agreed with their proposal.

I called a guy called Duncan and explained all this. He checked with Steve the owner and he authorised the despatch. They then processed the order which is where it stands. TBH me calling them out of courtesy is more than they have done for me.

As soon as I get the gun and its in accordance with what I ordered, I cancel the claim and the money which is frozen at Paypal gets released to them. I gave my word on that. Even if I was a rogue buyer and didnt cancel down the claim, they have a right to go to Paypal with proof of delivery and Paypal will override me,

Also remember, I didnt get any reply from them until I raised a dispute with Paypal !!

If I hadnt raised a dispute, they can mess me about for as long as they like.

jcheeseright said:
Im not surprised they haven't sent out a replacement, you've opened a PayPal dispute and taken the money away from them!

no money = no product.
Click to expand...
Click to shrink...
 
Last edited by a moderator:
Well done Baz JJ. Don't cancel that dispute until you have the goods in your hands and your satisfied with it. It's your rights as a consumer!

 
Well the tracking details appeared mid morning today, so the rifle had been despatched yesterday (they just hadnt updated their website).

TNT delivered the replacement and it all appears to be complete and working.

Hopefully, the matter is closed.

As to Airsoft World in Scotland - well I leave you to draw your own conclusions about their customer service.

The lesson Ive learnt is that any retailer can sell Airsoft. Its what they do when things dont go according to plan that separates the men from the boys.

I dont think I will be putting myself through this stress again wth them.

 
Glad you got your gun in the end...

Shame it can turn out this way.

I wasnt going to say it before hand as i didnt want you feeling worse, but i ordered about 9 items to collect, drove from aberdeen (roadtrip with a few mates) to go get our stuff as they had ordered to collect aswell. When we got there, we found out that no one had bothered to go to the warehouse to get them & that they were too busy to send someone (granted, they were busy that day, but i bet they werent at 0800 when someone was probably doing the breakfast run...)

Needless to say, we werent amused. Tbh, they really didn't seem to care (which from my previous experience and purchases was a shock), found out later that the boss was on holiday & that seems to have a direct effect on their work ethic.

 
Yeah, good to hear that it's sorted now. TBH I'm still pretty surprised that this went on for so long and that you got dicked around so much, Baz. For sure, if there's no developments, people can argue that there's no point in contacting you, but I believe that the point is to reassure you that they are actually thinking about it daily. The fact that AW didn't get in touch until the PayPal dispute obliged them to speaks to a cavalier attitude towards customer care.

That said, I'm not going to stop buying from them - they've been nothing but helpful to me, for product enquiries, deliveries, and follow up enquiries.

 
Fire-support.co.uk for guns. Frank has never been anything but extremely helpful.

 
Ive just spent about another £800 on gear so for the sake of a few phone calls and responding to emails, they have lost out.

 
Zyras said:
You can see their problem though, person says the package was never delivered, UPS says please goto this page and fill this form then bug us for 3 days till we bother to respond. If nothing is heard then letting you know every day that nothing has happened is just as annoying for both parties.

The Paypal issue means the funds for the goods are in limbo so they could technically provide the goods and not get payment.

Just thinking from both angles, but i agree, it's a sod of a position to be in.
Click to expand...
Click to shrink...
TBH I think you're giving them too much credit. Yet sent something tracked - they can see if its been delivered or not!

If UPS say no, then ASW should send a replacement and take the issue up with UPS. If UPS claim to have delivered, then ASW should inform the customer of this and ask for statements/evidence from UPS and from customer.

The supplier has contracted with the customer to supply goods, and has received payment. The supplier has failed to keep their side of the agreement and should be taking steps to rectify, not ignoring calls/emails and blaming the delivery agent that THEY choose to send goods via.

I normally hate these threads where a customer doesn't give the supplier chance to sort out a minor issue and people start banging on about rights, etc BUT in this case the OP has been more than reasonable I reckon.

As for expecting the customer to withdraw a dispute BEFORE rectifying the issue - that is laughable.

As for the funds in limbo issue - again, they are using a tracked service so receipt o a package (of some description) Gould be reasonable simple to prove.

 
jcheeseright said:
Im not surprised they haven't sent out a replacement, you've opened a PayPal dispute and taken the money away from them!

no money = no product.
Click to expand...
Click to shrink...
On the flip side, they took the cash and failed to deliver (whether through their own fault or not is immaterial - they have an obligation to supply the goods for which they have been paid).

No product = no (or, more accurately, reclaimed) money.

 
You must log in or register to reply here.
Back
Top