I want to share my experience ordering from tacticalgeargroup.com. Hopefully, someone that reads this will have an inside connection with this company and maybe provide some help in resolving this issue with an order.
I'm going to simply present the facts here based on my saved emails from doing business with this company.
I was first led to tacticalgeargroup.com when I was looking for a Noveske N6 upper. I'd contacted Noveske and was told that they were out of stock and out of production for the time being. They told me to check with dealers as I might still be able to find one. I did a Google search and was led to tacticalgeargroup.com where they had Noveske N6's listed in stock on their website.
I placed the following order online with them on Friday, Sept 14th:
Magpul MS3 Mult Mission Sling Black $44.19
Magpul MS3 Mult Mission Sling Coyote Brown $44.19
Noveske N6 AR10 Upper - 16 $1,682.60
ERGO XPRESS Nut Harris Bipod Mount $38.99
Magpul Afg2 - Angled Forward Grip Flat Dark Earth $31.99
Magpul Ladder Style Rail Protector X4 $43.96
Subtotal Amount :$1,885.92
Everything ordered was to be mounted on the N6 upper except the Black MS3 which was going on another rifle.
Later that evening, I received a payment receipt email that had this payment information listed:
CodeQuantityDescriptionUnit Price Subtotal
P0011 null 1885.92 1885.92
US Dollar Total1913.91
I thought it was kind of odd that they had nothing that I'd ordered listed on the receipt and just had "Null" for the description. So, I sent them an email on Mon, Sept 17th to find out if I'd placed the order correctly. I never got a response from this email.
On Wednesday, Sept 19th. I received a small box from tacticalgeargroup.com that contained all of my order except the Noveske Upper and the four Magpul Rail Protectors. I was very pleased with the speed of which this box had arrived just three business days after my order. Thinking the rest of the order might still be on the way, I waited a few days.
On Friday, Sept 21st, I emailed tacticalgeargroup.com for a status update on the order as I had yet to receive the upper or rail protectors. By this time, I had researched the company and read reports that they were not a Noveske direct dealer and they they got their Noveske parts from another dealer. I also read reports of poor communication and customer support.
On Monday, Sept 24th I again emailed them about the status of the remainder of the order. 20 minutes later I got this response:
"Let me take a look into this for you and I will get back with you this evening"
Later that evening at 8:48 pm I received this email:
"I called Noveske today and left a vmail as well as emailed them. I will definitely get a status check tomorrow and then you can decide which direction you want to go. Thank you again for your patience.."
I thought then that he must not have an N6 in stock as stated on his website. I responded at 9:33 that evening with the following:
"Are you contacting Noveske directly for the N6 or are you going through a distributor? I originally contacted Noveske directly on the 13th looking for an N6 upper. Annette told me that they were out of stock and out of production until maybe early next year. She suggested that I check some dealers to see if they still had stock. That is what lead me to your website. I was surprised when I saw it listed.
If you don't have it or can't get it this week, then lets just refund the amount of the upper and magpul ladder rail protectors that didn't ship. I'll hold on to the rest of the order as I'll need it when I find an N6.
Two days later, on Sept 26th, at 11:08 pm I received a refund notice email for a total refund amount of $1693.50. I also received a separate email simply stating: "refund issued as per your request sir"
I was fairly satisfied at this point but was curious about the rail protectors as the refunded amount didn't reflect them.
On the next day, Sept 27th, I sent the following email:
"Thank you for the refund on the Noveske Upper. Was really hoping you had one. What about the 4 Magpul FDE Ladder Rail Protectors ? The refund amount does not reflect them. Will you be shipping them soon or refunding them?"
I've never received a response from this email.
Hoping that the rail protectors were in the mail somewhere, I gave them a little more time to arrive.
11 days later on Oct 8th, I sent this email:
"I received the refund for the Noveske N6 upper but I didn't receive the refund for the Magpul Rail Protectors as I had requested. What is the status of this refund?"
I've never received a response from this email. I also called and left voice mails with no returned call.
On Oct 23rd, I sent the following email:
"I'm writing AGAIN to ask for information on this incorrect refund from order number 1974. I requested a refund on the Noveske N6 Upper and the 4 Magpul Ladder Rail protectors. The purchase price of the Noveske N6 was $1682.60 and the 4 Magpuls total $43.96 for a grand total of $1726.56. You only refunded me $1693.50 which is $33.06 short of what I paid you. I have asked repeatedly over the last few weeks via email and telephone messages about the status of the rail protectors and if you planned on shipping them or refunding them like I asked. You have failed to respond. Please explain this situation to me this week."
I've never received a reply to this email nor returned call from my voice mails.
So, today, 52 days after placing my initial order, I've yet to receive the 4 Magpul rail protectors or the refund for the $33.06 difference in the order placed via what I received. The last response I received from tacticalgeargroup.com was the partial refund on Sept 26th. I've had no response via email or telephone in the month since concerning the rail protectors.
I've kept all the communication private up until today concerning this matter. However, today I decided to post my question about my order to tacticalgeargroup.com's Facebook page. I also decided to post my question and experience here.
Any suggestions on what to do next?