And I cannot reach anyone and no response to my email.

It's order 100047577

Emails are responded to in the order received.   As of two minutes ago all the lines were open in the CS office.


IM sent.

Message returned

Joe is the man!

Thanks

Did they tag you with the 10% restock fee? I just tried to cancel my order, from yesterday and was told about the restock fee. They directed me to their terms and conditions page, and it is stated in there... shame on me.

If your order is something they take off the shelf and put in a box, then yes, you should pay a restocking fee.  But if it's something that goes in the "to be built" pipeline (e.g. an upper), and you cancel it before it's built, I don't see much justification for a restocking fee.

I called today to cancel an order that I had placed for a handguard removal tool back on June 18th and CS tried to charge a 10% restocking fee on me too.

I asked why it never shipped and was told it was on backorder. I complained saying that when I placed the order it showed in stock, but I never received any email telling me the stock status changed.

CS said what happened is that they just opened a new store and what they did was pull all kinds of items from inventory to stock the shelves, but never removed the items from the computer system...so the stuff still showed in stock online for  people to continue ordering when in fact it was gone.

Because of this, she waived the 10% restocking fee.

So just a heads up to anyone out there that's been waiting on parts for a while and hasn't heard anything, you might want to call CS...the parts in your order could have been taken to the new store too.

When you submit your CC info at purchase, a processing fee is taken off the top and the balance sent to us.  When you cancel, another fee is charged to us based on a percentage of the amount refunded.    The balance is to offset the costs of manually stopping orders, which involves taking an employee who was actively shipping orders and diverting them to finding the cancelled order and removing it from the shipping process.  Sometimes this means just finding the order in a stack of paper, sometimes it means taking apart pallets of boxes, and stacking them back up, to search for the order.
The order must then be credited back to the customer, which takes manual action by another employee.  So even if there is nothing to build, the order has already paid a percentage to a third party, and sets a process in motion that requires human intervention to stop.  

issue resolved