SWAT uk 247

[Heath]

Accidentally ordered 2 impact grenades instead of one. I had requested that it had 'Heath' engraved on as well. Two minutes after receiving the invoice for the order, i contacted them using the contact form on the website requesting for the order to be cancelled. I sent another the next morning at 8:30 as well. I still hadnt heard anything, so i sent another 2 emails on the tuesday requesting for the order to be cancelled. I received a reply at 7:30pm saying that

'this may pose a problem for you, the grenades were shipped yesterday and engraved as requested'.

I contacted him again asking what possible courses of action there were and didn't get a reply. I sent another email yesterday explaining that the order still hadn't arrived (despite being 24h delivery), and that because i had requested multiple times (including one straight after ordering) i felt it was his responsibility that the order had not been cancelled.

 

I finally decided to call him and was greeted with a sigh. I explained the situation to him but i didnt quote a reference order because he already knew which order i was talking about, so i am guessing that he had read all of the emails, but only replied to one. He told me that "you should have called, i dont really check my emails." From what he said if i had called to cancel then he would have not engraved them, not dispatched the order and refunded me the money. Basically, my method of communication was wrong.

 

At the end of the day, its the customers responsibility to check which method of contact is preferred by a company. If an email address/contact form is on somebodies website, i will assume that they check it (which has been the case with all of the other websites i have dealt with). He told me again that they were sent out on monday, and because they were engraved he could not refund me the money straight up, which would be understandable if i had cancelled the order after he had dispatched them.

 

I received another email last night stating that 'you did have access to the customer area and could have influenced the order at the picking point.' However on the invoice email itself it states that you can view the order status, but not cancel it. In the customer area there is no way to cancel the order, and it was not updated with the order status either. He did offer to accept the grenade back as long as i pay 20% for handling charges (postage and other costs) and i postage back to him would be out of my pocket, and also pay for a new case at £17. Again, this would be understandable if i had requested to cancel the order after the items had been dispatched.

 

In the same email he said 'we have no control of royal mails deliveries despite the fact we send out same day. the item that has been trakced suggets they tried to deliver today ?'

However on the parcel, the date stamp says 27/06/12 which is definitely not Monday, and there was definitely no attempted delivery yesterday. The way this situation has been handled is very poor, communication was awful and the person/people i have spoken to were very rude.

 

I would definitely not recommend ordering from them. If they had been more polite, i wouldn't feel like i was being screwed over in this situation as much. The returns policy on their website states nothing about fees for returning engraved items.

[Heath]

This has now been resolved. They were very generous with this, and after talking to them a bit more i realise that my encounter was an expection to how they normally are. They are very friendly guys, and i would happily buy form them again. The BFGX itself is fantastic as well