Baz JJ Posted July 27, 2013 Share Posted July 27, 2013 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... Link to comment Share on other sites More sharing options...
Suzuki Yamamoto Posted July 27, 2013 Share Posted July 27, 2013 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. Link to comment Share on other sites More sharing options...
Moose87 Posted July 27, 2013 Share Posted July 27, 2013 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. Link to comment Share on other sites More sharing options...
Baz JJ Posted July 27, 2013 Author Share Posted July 27, 2013 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. Link to comment Share on other sites More sharing options...
Baz JJ Posted July 28, 2013 Author Share Posted July 28, 2013 and just to rub it in, Airsoftworld have sent me an email asking to put feedback on my new rifle on their website. Tempting !! Link to comment Share on other sites More sharing options...
CES_williamson Posted July 28, 2013 Share Posted July 28, 2013 and just to rub it in, Airsoftworld have sent me an email asking to put feedback on my new rifle on their website. Tempting !! 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 Link to comment Share on other sites More sharing options...
Baz JJ Posted July 28, 2013 Author Share Posted July 28, 2013 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. Link to comment Share on other sites More sharing options...
Baz JJ Posted July 30, 2013 Author Share Posted July 30, 2013 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. Link to comment Share on other sites More sharing options...
Supporters Esoterick Posted July 30, 2013 Supporters Share Posted July 30, 2013 Say you want to cancel under distance and selling regulations unless it has been more than 7 working days. Link to comment Share on other sites More sharing options...
Baz JJ Posted July 31, 2013 Author Share Posted July 31, 2013 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. Link to comment Share on other sites More sharing options...
snuff Posted July 31, 2013 Share Posted July 31, 2013 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. Link to comment Share on other sites More sharing options...
snuff Posted July 31, 2013 Share Posted July 31, 2013 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. When do they consider it lost?RM is about 18 days..IIRC. Link to comment Share on other sites More sharing options...
Baz JJ Posted July 31, 2013 Author Share Posted July 31, 2013 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. Link to comment Share on other sites More sharing options...
Baz JJ Posted August 2, 2013 Author Share Posted August 2, 2013 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. Link to comment Share on other sites More sharing options...
Suzuki Yamamoto Posted August 2, 2013 Share Posted August 2, 2013 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. 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. Link to comment Share on other sites More sharing options...
Sam_G Posted August 2, 2013 Share Posted August 2, 2013 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. Link to comment Share on other sites More sharing options...
Baz JJ Posted August 2, 2013 Author Share Posted August 2, 2013 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. Link to comment Share on other sites More sharing options...
Kaza66 Posted August 3, 2013 Share Posted August 3, 2013 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. 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. Link to comment Share on other sites More sharing options...
Baz JJ Posted August 5, 2013 Author Share Posted August 5, 2013 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. Link to comment Share on other sites More sharing options...
Suzuki Yamamoto Posted August 5, 2013 Share Posted August 5, 2013 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. 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. Link to comment Share on other sites More sharing options...
Mr_awol Posted August 6, 2013 Share Posted August 6, 2013 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. Link to comment Share on other sites More sharing options...
Baz JJ Posted August 6, 2013 Author Share Posted August 6, 2013 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. Link to comment Share on other sites More sharing options...
Baz JJ Posted August 6, 2013 Author Share Posted August 6, 2013 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. Link to comment Share on other sites More sharing options...
armysurplusandtoys Posted August 6, 2013 Share Posted August 6, 2013 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. Link to comment Share on other sites More sharing options...
Moose87 Posted August 6, 2013 Share Posted August 6, 2013 well i hope you get it pronto mate, i like to see your not taking shit from them. Link to comment Share on other sites More sharing options...
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