Bad Customer Experience with AimSurplus - Austen (Page 1 of 2)
Joined:
May 2023
Posts:
2
EE: 0% (0)
NV, USA
Posted: 2/10/2024 1:48:26 PM EDT
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Order #1272608 Been a customer for almost 14 years now with AimSurplus, never had a bad interaction or experience prior to this year, albeit I only order from them 1-2 times a year. Aimsurplus was notified multiple times that my order had not left the origin USPS center. After about 3 weeks past the estimated delivery date, I let them know that I still did not receive my order again. I contacted USPS, which verified that Aimsurplus had already received the claim and that they were refunded completely for their loss as a company. With me still being out of my money, I requested a chargeback via my credit card company. Aimsurplus was notified again after confirming that USPS had already granted the claim, and had refunded them completely and Aimsurplus failed to contact me again letting me know that the issue was resolved. Aimsurplus feebly responded that since USPS resolved the claim and gave their company a full refund, they would "Send me a replacement." They then noticed that I performed a chargeback an entire month after the failed delivery, and told me that I was a customer they would not do business with again because I did a chargeback rather than "giving them a heads-up that I was about to request a chargeback." They continued to gaslight me like I was in the wrong, despite them failing to deliver my order for over a month and stated that chargebacks cost them more money -- even though they failed to resolve the issue prior to then. Anyone else had a poor customer service interaction with this company or have they really gone this downhill? I was told Brian might look deeper into this than Austen did. |
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They are a sponsor on the board… so, in light of 1984 tactics being employed everywhere… I was a long time active customer and bought some Croatian Ak mags that had the bottom plates pop off while loading. Although they took them back, the exchange was not super and I stopped shopping there. Brian did personally send me a few notes as I had bought a lot from them. If a vendor sells subpar products, is notified yet continues to sell, they are off my list…forever. |
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so although you and I have not interacted, I require a customer service interaction of all CS problems, here is the notes Here is a break down of the fact regarding your experience. Your email Jan 30-3:24pm Letting us know the package had not been delivered Our response Jan 30- 4:42pm Letting you know we had filed a claim and that we would let you know as soon as it was approved. Your email Feb 6-12:57am Asking for a follow up on the claim Our response Feb 6-4:36pm We let you know that your claim had been approved and we were putting in a replacement order. You emailed Feb 6-7:34pm Thanking us and asking for a tracking number for your replacement order Then on February 7 we receive a chargeback from your bank telling us you contacted them requesting they take the funds from us for non delivery (something that should only be done when the company isn’t working with you on a replacement) We emailed you Feb 7- 9:39am Letting you know we got the chargeback from your bank and so we were not going to ship the replacement (since you now have your money back) and since you had not informed us you were filing a chargeback (adds a fee on top of us losing the money) this would end our future business together. After this we received several more angry emails from you stating that we did not do a good job keeping you in the loop on what was going on and that we have “piss poor” customer service. And that if we didn’t change our mind you would blast on every forum you could find. We responded quickly and professionally to all of these emails stating that we hold to our decision as communication is a two way street and that in the future you should give a company a heads up before doing a chargeback. This was your response. “Austen, Thanks for confirming your company chooses to "double-down on stupid." After following up directly with USPS and they informed me that Aim Surplus received the claim and still not hearing word from you guys, the choice was clear as Aim Surplus made no motion to resolve this. I will be posting this on every forum, video hosting site, and relaying this information to all of my friends in the shooting community. Respectfully,” Props for keeping your word on trying to bash us…. But you have been made whole by your bank. You chose to end our future relationship when you did a chargeback without warning. That a big deal to a small business. We took your order, shipped it quickly (the same day you placed it) using the shipping method of your choosing (you chose the cheapest and least reliable option, USPS first class without any insurance), and were working on your behalf to get the claim approved and replaced. We responded quickly and appropriately to all your communications, but then despite the fact that we upheld our end of the transaction and were working to get a replacement you had your bank take the money from us. So we are without the product and lost the payment (not to mention the hours employees worked on picking your order, shipping it, and responding to your email. Also USPS does not inform us when a claim is approved nor have we been compensated by them. We get it. It happens… it a choice you have to make sometimes, but when a customer does that we also get to make a choice to not do business with you in the future. Bashing us on forums won’t change that. I would recommend instead that you just give companies a heads up before you do a chargeback without warning. |
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Originally Posted By Bryan_Aim: so although you and I have not interacted, I require a customer service interaction of all CS problems, here is the notes Here is a break down of the fact regarding your experience. Your email Jan 30-3:24pm Letting us know the package had not been delivered Our response Jan 30- 4:42pm Letting you know we had filed a claim and that we would let you know as soon as it was approved. Your email Feb 6-12:57am Asking for a follow up on the claim Our response Feb 6-4:36pm We let you know that your claim had been approved and we were putting in a replacement order. You emailed Feb 6-7:34pm Thanking us and asking for a tracking number for your replacement order Then on February 7 we receive a chargeback from your bank telling us you contacted them requesting they take the funds from us for non delivery (something that should only be done when the company isn’t working with you on a replacement) We emailed you Feb 7- 9:39am Letting you know we got the chargeback from your bank and so we were not going to ship the replacement (since you now have your money back) and since you had not informed us you were filing a chargeback (adds a fee on top of us losing the money) this would end our future business together. After this we received several more angry emails from you stating that we did not do a good job keeping you in the loop on what was going on and that we have “piss poor” customer service. And that if we didn’t change our mind you would blast on every forum you could find. We responded quickly and professionally to all of these emails stating that we hold to our decision as communication is a two way street and that in the future you should give a company a heads up before doing a chargeback. This was your response. “Austen, Thanks for confirming your company chooses to "double-down on stupid." After following up directly with USPS and they informed me that Aim Surplus received the claim and still not hearing word from you guys, the choice was clear as Aim Surplus made no motion to resolve this. I will be posting this on every forum, video hosting site, and relaying this information to all of my friends in the shooting community. Respectfully,” Props for keeping your word on trying to bash us…. But you have been made whole by your bank. You chose to end our future relationship when you did a chargeback without warning. That a big deal to a small business. We took your order, shipped it quickly (the same day you placed it) using the shipping method of your choosing (you chose the cheapest and least reliable option, USPS first class without any insurance), and were working on your behalf to get the claim approved and replaced. We responded quickly and appropriately to all your communications, but then despite the fact that we upheld our end of the transaction and were working to get a replacement you had your bank take the money from us. So we are without the product and lost the payment (not to mention the hours employees worked on picking your order, shipping it, and responding to your email. Also USPS does not inform us when a claim is approved nor have we been compensated by them. We get it. It happens… it a choice you have to make sometimes, but when a customer does that we also get to make a choice to not do business with you in the future. Bashing us on forums won’t change that. I would recommend instead that you just give companies a heads up before you do a chargeback without warning. Deep and dry. 
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Originally Posted By Bryan_Aim: so although you and I have not interacted, I require a customer service interaction of all CS problems, here is the notes Here is a break down of the fact regarding your experience. Your email Jan 30-3:24pm Letting us know the package had not been delivered Our response Jan 30- 4:42pm Letting you know we had filed a claim and that we would let you know as soon as it was approved. Your email Feb 6-12:57am Asking for a follow up on the claim Our response Feb 6-4:36pm We let you know that your claim had been approved and we were putting in a replacement order. You emailed Feb 6-7:34pm Thanking us and asking for a tracking number for your replacement order Then on February 7 we receive a chargeback from your bank telling us you contacted them requesting they take the funds from us for non delivery (something that should only be done when the company isn’t working with you on a replacement) We emailed you Feb 7- 9:39am Letting you know we got the chargeback from your bank and so we were not going to ship the replacement (since you now have your money back) and since you had not informed us you were filing a chargeback (adds a fee on top of us losing the money) this would end our future business together. After this we received several more angry emails from you stating that we did not do a good job keeping you in the loop on what was going on and that we have “piss poor” customer service. And that if we didn’t change our mind you would blast on every forum you could find. We responded quickly and professionally to all of these emails stating that we hold to our decision as communication is a two way street and that in the future you should give a company a heads up before doing a chargeback. This was your response. “Austen, Thanks for confirming your company chooses to "double-down on stupid." After following up directly with USPS and they informed me that Aim Surplus received the claim and still not hearing word from you guys, the choice was clear as Aim Surplus made no motion to resolve this. I will be posting this on every forum, video hosting site, and relaying this information to all of my friends in the shooting community. Respectfully,” Props for keeping your word on trying to bash us…. But you have been made whole by your bank. You chose to end our future relationship when you did a chargeback without warning. That a big deal to a small business. We took your order, shipped it quickly (the same day you placed it) using the shipping method of your choosing (you chose the cheapest and least reliable option, USPS first class without any insurance), and were working on your behalf to get the claim approved and replaced. We responded quickly and appropriately to all your communications, but then despite the fact that we upheld our end of the transaction and were working to get a replacement you had your bank take the money from us. So we are without the product and lost the payment (not to mention the hours employees worked on picking your order, shipping it, and responding to your email. Also USPS does not inform us when a claim is approved nor have we been compensated by them. We get it. It happens… it a choice you have to make sometimes, but when a customer does that we also get to make a choice to not do business with you in the future. Bashing us on forums won’t change that. I would recommend instead that you just give companies a heads up before you do a chargeback without warning. Haha, oops. |
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Originally Posted By USMC7382: I’m looking forward to ordering the SCT 43X and 17 sized frames in ODG as soon as they are available. Aim has always done right by me. Need some LEO trade in 17 mags too. Any chance you have some hiding somewhere? soon! Friday or Monday |
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Originally Posted By Bryan_Aim: so although you and I have not interacted, I require a customer service interaction of all CS problems, here is the notes Here is a break down of the fact regarding your experience. Your email Jan 30-3:24pm Letting us know the package had not been delivered Our response Jan 30- 4:42pm Letting you know we had filed a claim and that we would let you know as soon as it was approved. Your email Feb 6-12:57am Asking for a follow up on the claim Our response Feb 6-4:36pm We let you know that your claim had been approved and we were putting in a replacement order. You emailed Feb 6-7:34pm Thanking us and asking for a tracking number for your replacement order Then on February 7 we receive a chargeback from your bank telling us you contacted them requesting they take the funds from us for non delivery (something that should only be done when the company isn’t working with you on a replacement) We emailed you Feb 7- 9:39am Letting you know we got the chargeback from your bank and so we were not going to ship the replacement (since you now have your money back) and since you had not informed us you were filing a chargeback (adds a fee on top of us losing the money) this would end our future business together. After this we received several more angry emails from you stating that we did not do a good job keeping you in the loop on what was going on and that we have “piss poor” customer service. And that if we didn’t change our mind you would blast on every forum you could find. We responded quickly and professionally to all of these emails stating that we hold to our decision as communication is a two way street and that in the future you should give a company a heads up before doing a chargeback. This was your response. “Austen, Thanks for confirming your company chooses to "double-down on stupid." After following up directly with USPS and they informed me that Aim Surplus received the claim and still not hearing word from you guys, the choice was clear as Aim Surplus made no motion to resolve this. I will be posting this on every forum, video hosting site, and relaying this information to all of my friends in the shooting community. Respectfully,” Props for keeping your word on trying to bash us…. But you have been made whole by your bank. You chose to end our future relationship when you did a chargeback without warning. That a big deal to a small business. We took your order, shipped it quickly (the same day you placed it) using the shipping method of your choosing (you chose the cheapest and least reliable option, USPS first class without any insurance), and were working on your behalf to get the claim approved and replaced. We responded quickly and appropriately to all your communications, but then despite the fact that we upheld our end of the transaction and were working to get a replacement you had your bank take the money from us. So we are without the product and lost the payment (not to mention the hours employees worked on picking your order, shipping it, and responding to your email. Also USPS does not inform us when a claim is approved nor have we been compensated by them. We get it. It happens… it a choice you have to make sometimes, but when a customer does that we also get to make a choice to not do business with you in the future. Bashing us on forums won’t change that. I would recommend instead that you just give companies a heads up before you do a chargeback without warning. Model customer service. Model accountability. The two are not mutually exclusive. I’ll continue to do business with Aim. Thanks. |
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Originally Posted By Bryan_Aim: so although you and I have not interacted, I require a customer service interaction of all CS problems, here is the notes Here is a break down of the fact regarding your experience. Your email Jan 30-3:24pm Letting us know the package had not been delivered Our response Jan 30- 4:42pm Letting you know we had filed a claim and that we would let you know as soon as it was approved. Your email Feb 6-12:57am Asking for a follow up on the claim Our response Feb 6-4:36pm We let you know that your claim had been approved and we were putting in a replacement order. You emailed Feb 6-7:34pm Thanking us and asking for a tracking number for your replacement order Then on February 7 we receive a chargeback from your bank telling us you contacted them requesting they take the funds from us for non delivery (something that should only be done when the company isn’t working with you on a replacement) We emailed you Feb 7- 9:39am Letting you know we got the chargeback from your bank and so we were not going to ship the replacement (since you now have your money back) and since you had not informed us you were filing a chargeback (adds a fee on top of us losing the money) this would end our future business together. After this we received several more angry emails from you stating that we did not do a good job keeping you in the loop on what was going on and that we have “piss poor” customer service. And that if we didn’t change our mind you would blast on every forum you could find. We responded quickly and professionally to all of these emails stating that we hold to our decision as communication is a two way street and that in the future you should give a company a heads up before doing a chargeback. This was your response. “Austen, Thanks for confirming your company chooses to "double-down on stupid." After following up directly with USPS and they informed me that Aim Surplus received the claim and still not hearing word from you guys, the choice was clear as Aim Surplus made no motion to resolve this. I will be posting this on every forum, video hosting site, and relaying this information to all of my friends in the shooting community. Respectfully,” Props for keeping your word on trying to bash us…. But you have been made whole by your bank. You chose to end our future relationship when you did a chargeback without warning. That a big deal to a small business. We took your order, shipped it quickly (the same day you placed it) using the shipping method of your choosing (you chose the cheapest and least reliable option, USPS first class without any insurance), and were working on your behalf to get the claim approved and replaced. We responded quickly and appropriately to all your communications, but then despite the fact that we upheld our end of the transaction and were working to get a replacement you had your bank take the money from us. So we are without the product and lost the payment (not to mention the hours employees worked on picking your order, shipping it, and responding to your email. Also USPS does not inform us when a claim is approved nor have we been compensated by them. We get it. It happens… it a choice you have to make sometimes, but when a customer does that we also get to make a choice to not do business with you in the future. Bashing us on forums won’t change that. I would recommend instead that you just give companies a heads up before you do a chargeback without warning. LOL op's post backfired, I'm definitely more likely to do business with y'all now. |
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Originally Posted By Bryan_Aim: so although you and I have not interacted, I require a customer service interaction of all CS problems, here is the notes Here is a break down of the fact regarding your experience. Your email Jan 30-3:24pm Letting us know the package had not been delivered Our response Jan 30- 4:42pm Letting you know we had filed a claim and that we would let you know as soon as it was approved. Your email Feb 6-12:57am Asking for a follow up on the claim Our response Feb 6-4:36pm We let you know that your claim had been approved and we were putting in a replacement order. You emailed Feb 6-7:34pm Thanking us and asking for a tracking number for your replacement order Then on February 7 we receive a chargeback from your bank telling us you contacted them requesting they take the funds from us for non delivery (something that should only be done when the company isn’t working with you on a replacement) We emailed you Feb 7- 9:39am Letting you know we got the chargeback from your bank and so we were not going to ship the replacement (since you now have your money back) and since you had not informed us you were filing a chargeback (adds a fee on top of us losing the money) this would end our future business together. After this we received several more angry emails from you stating that we did not do a good job keeping you in the loop on what was going on and that we have “piss poor” customer service. And that if we didn’t change our mind you would blast on every forum you could find. We responded quickly and professionally to all of these emails stating that we hold to our decision as communication is a two way street and that in the future you should give a company a heads up before doing a chargeback. This was your response. “Austen, Thanks for confirming your company chooses to "double-down on stupid." After following up directly with USPS and they informed me that Aim Surplus received the claim and still not hearing word from you guys, the choice was clear as Aim Surplus made no motion to resolve this. I will be posting this on every forum, video hosting site, and relaying this information to all of my friends in the shooting community. Respectfully,” Props for keeping your word on trying to bash us…. But you have been made whole by your bank. You chose to end our future relationship when you did a chargeback without warning. That a big deal to a small business. We took your order, shipped it quickly (the same day you placed it) using the shipping method of your choosing (you chose the cheapest and least reliable option, USPS first class without any insurance), and were working on your behalf to get the claim approved and replaced. We responded quickly and appropriately to all your communications, but then despite the fact that we upheld our end of the transaction and were working to get a replacement you had your bank take the money from us. So we are without the product and lost the payment (not to mention the hours employees worked on picking your order, shipping it, and responding to your email. Also USPS does not inform us when a claim is approved nor have we been compensated by them. We get it. It happens… it a choice you have to make sometimes, but when a customer does that we also get to make a choice to not do business with you in the future. Bashing us on forums won’t change that. I would recommend instead that you just give companies a heads up before you do a chargeback without warning. TLDR: BryanFreakinRocks! |
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NEVER FORGET 9-11-2001 I am STILL pissed off.
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Originally Posted By 1Tribe: TLDR: BryanFreakinRocks! Originally Posted By 1Tribe: Originally Posted By Bryan_Aim: so although you and I have not interacted, I require a customer service interaction of all CS problems, here is the notes Here is a break down of the fact regarding your experience. Your email Jan 30-3:24pm Letting us know the package had not been delivered Our response Jan 30- 4:42pm Letting you know we had filed a claim and that we would let you know as soon as it was approved. Your email Feb 6-12:57am Asking for a follow up on the claim Our response Feb 6-4:36pm We let you know that your claim had been approved and we were putting in a replacement order. You emailed Feb 6-7:34pm Thanking us and asking for a tracking number for your replacement order Then on February 7 we receive a chargeback from your bank telling us you contacted them requesting they take the funds from us for non delivery (something that should only be done when the company isn't working with you on a replacement) We emailed you Feb 7- 9:39am Letting you know we got the chargeback from your bank and so we were not going to ship the replacement (since you now have your money back) and since you had not informed us you were filing a chargeback (adds a fee on top of us losing the money) this would end our future business together. After this we received several more angry emails from you stating that we did not do a good job keeping you in the loop on what was going on and that we have "piss poor" customer service. And that if we didn't change our mind you would blast on every forum you could find. We responded quickly and professionally to all of these emails stating that we hold to our decision as communication is a two way street and that in the future you should give a company a heads up before doing a chargeback. This was your response. "Austen, Thanks for confirming your company chooses to "double-down on stupid." After following up directly with USPS and they informed me that Aim Surplus received the claim and still not hearing word from you guys, the choice was clear as Aim Surplus made no motion to resolve this. I will be posting this on every forum, video hosting site, and relaying this information to all of my friends in the shooting community. Respectfully," Props for keeping your word on trying to bash us . But you have been made whole by your bank. You chose to end our future relationship when you did a chargeback without warning. That a big deal to a small business. We took your order, shipped it quickly (the same day you placed it) using the shipping method of your choosing (you chose the cheapest and least reliable option, USPS first class without any insurance), and were working on your behalf to get the claim approved and replaced. We responded quickly and appropriately to all your communications, but then despite the fact that we upheld our end of the transaction and were working to get a replacement you had your bank take the money from us. So we are without the product and lost the payment (not to mention the hours employees worked on picking your order, shipping it, and responding to your email. Also USPS does not inform us when a claim is approved nor have we been compensated by them. We get it. It happens it a choice you have to make sometimes, but when a customer does that we also get to make a choice to not do business with you in the future. Bashing us on forums won't change that. I would recommend instead that you just give companies a heads up before you do a chargeback without warning. TLDR: BryanFreakinRocks! |
“Never argue with stupid people, they will drag you down to their level and then beat you with experience.” Mark Twain
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Originally Posted By gunnut284: Satisfied Aim customer here. Sounds like OP is a dick. Rock on Bryan SO THIS!!! AIM & Bryan - You Guys ROCK!!  Serious Question - Will there be a "Special Limited Edition Lower" from this? Selector marks "USPS", "Charge Back" and "Beat Down" would be my suggestions  Bigger_Hammer 
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LIFE'S JOURNEY IS NOT TO ARRIVE AT THE GRAVE SAFELY IN A WELL PRESERVED BODY,
BUT RATHER TO SKID IN SIDEWAYS, TOTALLY WORN OUT SHOUTING "HOLY $H!T...WHAT A RIDE"!!
BUT RATHER TO SKID IN SIDEWAYS, TOTALLY WORN OUT SHOUTING "HOLY $H!T...WHAT A RIDE"!!
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Originally Posted By 1Tribe: BryanFreakinRocks! And the response "It's true" That always cracked me up.  Still don't like the new website though. 
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Platinum status courtesy of Rudukai13, don't worry mods, I know i'm still on my last warning, lol, sorry about that, i'll play nice.... at least for a year...
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Originally Posted By HotHolster: The lesson we learned today kids? There is always another side to the story. Bryan is correct, a chargeback is the last resort IF the business has ignored your issue or f'ked you in a way that there is no solution I just saw this entire thread. Absolute gold! Even better that Disappearing Dan (shill account, no doubt) did indeed disappear. No doubt…anytime I’m on Arfcom, Nextdoor, Reddit, or any similar site and I hear someone’s tale about how woefully mistreated they claim to have been I ALWAYS ask myself, “I wonder what the other side is to this story?” Because there is almost always another side. And it’s hilarious how that other side often has a very different recollection of what actually happened. Happy Aim customer here for more than 20 years. And yes, I still miss the days of Aim mailers. With $120 tins of 7N6 5.45. (I bought cheap and stacked deep!)
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So AIM lost a customer? I kid but AIM is awesome Don't recall an issue with 10+ orders over the years (I'm a big spender I know) Visited showroom in person last year 10/10 would recommend Little small but anything not in store they'll go back to warehouse and get it |
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Adam Calhoun: "You can’t hurt my feelings, I was born in the 80's"
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Originally Posted By SteelonSteel: A whole lot of Demolition going on in here. Post #2 lol. Originally Posted By MallNinja531: Post number #2 and dude already destroyed all credibility. Impressive. Well done Bryan. I'm past due for my monthly visit to grab some stuff, need to visit before the renovation. Originally Posted By badredfish: Wow - looks like the OP needs to put up an apology or get a ban or time out or something. LOL Red |
“As long as none of us gets hurt, we’re making memories.” - one GA trooper to another after shooting HOSTAGE 9 times
Their SHAME has become their PRIDE
Their SHAME has become their PRIDE
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Originally Posted By Bryan_Aim: so although you and I have not interacted, I require a customer service interaction of all CS problems, here is the notes Here is a break down of the fact regarding your experience. Your email Jan 30-3:24pm Letting us know the package had not been delivered Our response Jan 30- 4:42pm Letting you know we had filed a claim and that we would let you know as soon as it was approved. Your email Feb 6-12:57am Asking for a follow up on the claim Our response Feb 6-4:36pm We let you know that your claim had been approved and we were putting in a replacement order. You emailed Feb 6-7:34pm Thanking us and asking for a tracking number for your replacement order Then on February 7 we receive a chargeback from your bank telling us you contacted them requesting they take the funds from us for non delivery (something that should only be done when the company isn’t working with you on a replacement) We emailed you Feb 7- 9:39am Letting you know we got the chargeback from your bank and so we were not going to ship the replacement (since you now have your money back) and since you had not informed us you were filing a chargeback (adds a fee on top of us losing the money) this would end our future business together. After this we received several more angry emails from you stating that we did not do a good job keeping you in the loop on what was going on and that we have “piss poor” customer service. And that if we didn’t change our mind you would blast on every forum you could find. We responded quickly and professionally to all of these emails stating that we hold to our decision as communication is a two way street and that in the future you should give a company a heads up before doing a chargeback. This was your response. “Austen, Thanks for confirming your company chooses to "double-down on stupid." After following up directly with USPS and they informed me that Aim Surplus received the claim and still not hearing word from you guys, the choice was clear as Aim Surplus made no motion to resolve this. I will be posting this on every forum, video hosting site, and relaying this information to all of my friends in the shooting community. Respectfully,” Props for keeping your word on trying to bash us…. But you have been made whole by your bank. You chose to end our future relationship when you did a chargeback without warning. That a big deal to a small business. We took your order, shipped it quickly (the same day you placed it) using the shipping method of your choosing (you chose the cheapest and least reliable option, USPS first class without any insurance), and were working on your behalf to get the claim approved and replaced. We responded quickly and appropriately to all your communications, but then despite the fact that we upheld our end of the transaction and were working to get a replacement you had your bank take the money from us. So we are without the product and lost the payment (not to mention the hours employees worked on picking your order, shipping it, and responding to your email. Also USPS does not inform us when a claim is approved nor have we been compensated by them. We get it. It happens… it a choice you have to make sometimes, but when a customer does that we also get to make a choice to not do business with you in the future. Bashing us on forums won’t change that. I would recommend instead that you just give companies a heads up before you do a chargeback without warning. By your own admission, you didn't notify the customer "as soon as it was approved." You didn't notify him until he reached out to you to ask about it. You made a promise to your customer and failed to keep it. He may have chosen the shittiest method of having the product delivered, but you still failed to keep a promise to him once you were notified of the issue. |
I will not compromise!
Ne Desit Virtus (Let Valor Not Fail) - Rakkasan!
"Life is fucking hard. Either get used to taking a few lumps like the rest of us, or buy a fucking helmet and crawl into a corner somewhere." -Me
Ne Desit Virtus (Let Valor Not Fail) - Rakkasan!
"Life is fucking hard. Either get used to taking a few lumps like the rest of us, or buy a fucking helmet and crawl into a corner somewhere." -Me
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Originally Posted By Bryan_Aim: so although you and I have not interacted, I require a customer service interaction of all CS problems, here is the notes Here is a break down of the fact regarding your experience. Your email Jan 30-3:24pm Letting us know the package had not been delivered Our response Jan 30- 4:42pm Letting you know we had filed a claim and that we would let you know as soon as it was approved. Your email Feb 6-12:57am Asking for a follow up on the claim Our response Feb 6-4:36pm We let you know that your claim had been approved and we were putting in a replacement order. You emailed Feb 6-7:34pm Thanking us and asking for a tracking number for your replacement order Then on February 7 we receive a chargeback from your bank telling us you contacted them requesting they take the funds from us for non delivery (something that should only be done when the company isn’t working with you on a replacement) We emailed you Feb 7- 9:39am Letting you know we got the chargeback from your bank and so we were not going to ship the replacement (since you now have your money back) and since you had not informed us you were filing a chargeback (adds a fee on top of us losing the money) this would end our future business together. After this we received several more angry emails from you stating that we did not do a good job keeping you in the loop on what was going on and that we have “piss poor” customer service. And that if we didn’t change our mind you would blast on every forum you could find. We responded quickly and professionally to all of these emails stating that we hold to our decision as communication is a two way street and that in the future you should give a company a heads up before doing a chargeback. This was your response. “Austen, Thanks for confirming your company chooses to "double-down on stupid." After following up directly with USPS and they informed me that Aim Surplus received the claim and still not hearing word from you guys, the choice was clear as Aim Surplus made no motion to resolve this. I will be posting this on every forum, video hosting site, and relaying this information to all of my friends in the shooting community. Respectfully,” Props for keeping your word on trying to bash us…. But you have been made whole by your bank. You chose to end our future relationship when you did a chargeback without warning. That a big deal to a small business. We took your order, shipped it quickly (the same day you placed it) using the shipping method of your choosing (you chose the cheapest and least reliable option, USPS first class without any insurance), and were working on your behalf to get the claim approved and replaced. We responded quickly and appropriately to all your communications, but then despite the fact that we upheld our end of the transaction and were working to get a replacement you had your bank take the money from us. So we are without the product and lost the payment (not to mention the hours employees worked on picking your order, shipping it, and responding to your email. Also USPS does not inform us when a claim is approved nor have we been compensated by them. We get it. It happens… it a choice you have to make sometimes, but when a customer does that we also get to make a choice to not do business with you in the future. Bashing us on forums won’t change that. I would recommend instead that you just give companies a heads up before you do a chargeback without warning. Attached File |
Robert Muldoon Survived.
