Posted: 1/9/2014 12:34:26 PM EDT
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Some of you may have seen my other thread from a few days ago about my shipment from BCM showing up ransacked (all packaging paper and smaller items missing, while the box had flaps torn off and holes taped over) by UPS. Well, whether you believe it was shipping damage or UPS thieves that stole every small part out of my box is irrelevant. I was mad, but knew that BCM would stand by me as their customer and take care of it.
Well, fast forward a few days and BCM has left me twisting in the wind. I have been patient and given them a chance to make it right, but now they have stopped responding. I have jumped through every hoop, emailed all my pictures and filled out their claim forms, yet they won't send me new parts. I have asked in every email when I will get the merchandise I paid for, and all I get in return is vagueries surrounding a claim process with UPS that could take "maybe" 15 business days. When I pushed the issue and asked why I had to wait for the claim process to be over and why they couldn't send me the parts I had paid for, the email trail went silent and I got no response (also aggrevating is having what would be a 2 minute phone conversation take 2+ days because they will only email with customers). At this point, my last communication with them has them asking me to please be patient, and that there is no definitive amount of time for the claim process to complete, but I will get an email when it does. Not even a mention that I will get what I paid for, just that I will get an email. What's the deal BCM? Where is the merchandise that I've paid for, and why do I need to wait for you to finish the claim with UPS? If this is how you treat a customer when there is a shipment issue, what does it say about you as a company and what can I expect if I ever need service for my BCM rifles? TL/DR: BCM shipped me a box that was destroyed and had 95% of the parts missing when it showed up. They won't resend my parts (if they decide to resend them at all) until after they have settled up with UPS, which they told me has no definitive time frame. |
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I know where you are coming from and I totally understand, I really do... BUT IMO (mine only) I think you are being unreasonable with BCM for not replacing your parts "right now". How could you really make this statement, "whether you believe it was shipping damage or UPS thieves that stole every small part out of my box is irrelevant" and believe BCM is responsible to replace parts that UPS more then likely lost? It just doesn't work that way."'When" BCM gets payment for the lost items from UPS I am sure they will make it right with you ASAP. I mean really, you just think a seller is going to throw product out the window every time a shipper messes up and the costumer doesn't get the complete shipment/product? Do you know how many un-honest people that are out there and would just play that "lost product" game with retailers every shipment they got? Going by what you have posted here... I am sure BCM just couldn't do any more to help you with e-mails, so they have given up communicating with you over the problem, more then likely because you can't comprehend it's not BCMs fault your stuff was stolen or lost, its UPS that is at fault... OR maybe "yours" for taking the package like it was "without" 1st inspecting it to make sure all was there (if it was left on your door step without a signature,you should taken down to UPS and opened it there). I am sure my post isn't want you want to read... So let out some more steam if you wish, I can take it. In any case, good luck, I hope all works out with your order, ASAP. |
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Quoted:
I know where you are coming from and I totally understand, I really do... BUT IMO (mine only) I think you are being unreasonable with BCM for not replacing your parts "right now". How could you really make this statement, "whether you believe it was shipping damage or UPS thieves that stole every small part out of my box is irrelevant" and believe BCM is responsible to replace parts that UPS more then likely lost? It just doesn't work that way."'When" BCM gets payment for the lost items from UPS I am sure they will make it right with you ASAP. I mean really, you just think a seller is going to throw product out the window every time a shipper messes up and the costumer doesn't get the complete shipment/product? Do you know how many un-honest people that are out there and would just play that "lost product" game with retailers every shipment they got? Going by what you have posted here... I am sure BCM just couldn't do any more to help you with e-mails, so they have given up communicating with you over the problem, more then likely because you can't comprehend it's not BCMs fault your stuff was stolen or lost, its UPS that is at fault... OR maybe "yours" for taking the package like it was "without" 1st inspecting it to make sure all was there (if it was left on your door step without a signature,you should taken down to UPS and opened it there). I am sure my post isn't want you want to read... So let out some more steam if you wish, I can take it. In any case, good luck, I hope all works out with your order, ASAP. I respect your difference in opinion, but adamantly disagree. As a customer who is out several hundred dollars, it is the retailer's responsibility to make me whole again. Are you really saying that I should only receive my merchandise once UPS has settled the claim? Do you really think that's a successful business model? Going one step further with your logic, if UPS comes back to BCM and denies responsibility, you think I should be out my money with no merchandise because UPS wouldn't pay BCM for the parts? I understand what you're saying, but in a retail sales world it's terrible customer service to operate like that. I'm not a BCM hater, I love their stuff and 2 of my builds are 90% BCM, but to tell me to wait for the claim and then I would get an email, like the outcome has anything to do with me, my money, and getting my parts is ridiculous. Additionally, going silent because there is "nothing more they can do for me" is completely lame. There is something they can do, they can tell me when I will get my merchandise, and why the outcome of the UPS claim has anything to do with when they send it to me. |
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Quoted:
Some of you may have seen my other thread from a few days ago about my shipment from BCM showing up ransacked (all packaging paper and smaller items missing, while the box had flaps torn off and holes taped over) by UPS. Well, whether you believe it was shipping damage or UPS thieves that stole every small part out of my box is irrelevant. I was mad, but knew that BCM would stand by me as their customer and take care of it. Well, fast forward a few days and BCM has left me twisting in the wind. I have been patient and given them a chance to make it right, but now they have stopped responding. I have jumped through every hoop, emailed all my pictures and filled out their claim forms, yet they won't send me new parts. I have asked in every email when I will get the merchandise I paid for, and all I get in return is vagueries surrounding a claim process with UPS that could take "maybe" 15 business days. When I pushed the issue and asked why I had to wait for the claim process to be over and why they couldn't send me the parts I had paid for, the email trail went silent and I got no response (also aggrevating is having what would be a 2 minute phone conversation take 2+ days because they will only email with customers). At this point, my last communication with them has them asking me to please be patient, and that there is no definitive amount of time for the claim process to complete, but I will get an email when it does. Not even a mention that I will get what I paid for, just that I will get an email. What's the deal BCM? Where is the merchandise that I've paid for, and why do I need to wait for you to finish the claim with UPS? If this is how you treat a customer when there is a shipment issue, what does it say about you as a company and what can I expect if I ever need service for my BCM rifles? TL/DR: BCM shipped me a box that was destroyed and had 95% of the parts missing when it showed up. They won't resend my parts (if they decide to resend them at all) until after they have settled up with UPS, which they told me has no definitive time frame. I'm assuming you paid for this with a credit card, correct? If so, why not dispute the charge with your CC company. This way you are not charged until the matter is resolved. The only company that I know of that will replace any missing items in a heart beat is Amazon. Since Amazon has so much buying power and more than likely UPS's largest customer they can do that and I'm sure UPS employees are probably told to make sure they don't screw up Amazon deliveries. Give BCM a chance, I'm sure they will do the right thing. If you are willing to spend a few hundred bucks with them, I'm sure you have confidence in them as a company. You also may want to look at their website for emails of folks on their executive team, that may get things going for you. Ultimately it sucks when you don't get what you are expecting! I hope it all works out for you. |
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I respect your difference in opinion, but adamantly disagree. As a customer who is out several hundred dollars, it is the retailer's responsibility to make me whole again. Are you really saying that I should only receive my merchandise once UPS has settled the claim? Do you really think that's a successful business model? Going one step further with your logic, if UPS comes back to BCM and denies responsibility, you think I should be out my money with no merchandise because UPS wouldn't pay BCM for the parts? I understand what you're saying, but in a retail sales world it's terrible customer service to operate like that. I'm not a BCM hater, I love their stuff and 2 of my builds are 90% BCM, but to tell me to wait for the claim and then I would get an email, like the outcome has anything to do with me, my money, and getting my parts is ridiculous. Additionally, going silent because there is "nothing more they can do for me" is completely lame. There is something they can do, they can tell me when I will get my merchandise, and why the outcome of the UPS claim has anything to do with when they send it to me. Quoted:
Quoted:
I know where you are coming from and I totally understand, I really do... BUT IMO (mine only) I think you are being unreasonable with BCM for not replacing your parts "right now". How could you really make this statement, "whether you believe it was shipping damage or UPS thieves that stole every small part out of my box is irrelevant" and believe BCM is responsible to replace parts that UPS more then likely lost? It just doesn't work that way."'When" BCM gets payment for the lost items from UPS I am sure they will make it right with you ASAP. I mean really, you just think a seller is going to throw product out the window every time a shipper messes up and the costumer doesn't get the complete shipment/product? Do you know how many un-honest people that are out there and would just play that "lost product" game with retailers every shipment they got? Going by what you have posted here... I am sure BCM just couldn't do any more to help you with e-mails, so they have given up communicating with you over the problem, more then likely because you can't comprehend it's not BCMs fault your stuff was stolen or lost, its UPS that is at fault... OR maybe "yours" for taking the package like it was "without" 1st inspecting it to make sure all was there (if it was left on your door step without a signature,you should taken down to UPS and opened it there). I am sure my post isn't want you want to read... So let out some more steam if you wish, I can take it. In any case, good luck, I hope all works out with your order, ASAP. I respect your difference in opinion, but adamantly disagree. As a customer who is out several hundred dollars, it is the retailer's responsibility to make me whole again. Are you really saying that I should only receive my merchandise once UPS has settled the claim? Do you really think that's a successful business model? Going one step further with your logic, if UPS comes back to BCM and denies responsibility, you think I should be out my money with no merchandise because UPS wouldn't pay BCM for the parts? I understand what you're saying, but in a retail sales world it's terrible customer service to operate like that. I'm not a BCM hater, I love their stuff and 2 of my builds are 90% BCM, but to tell me to wait for the claim and then I would get an email, like the outcome has anything to do with me, my money, and getting my parts is ridiculous. Additionally, going silent because there is "nothing more they can do for me" is completely lame. There is something they can do, they can tell me when I will get my merchandise, and why the outcome of the UPS claim has anything to do with when they send it to me. What do you do for a living? The reason I ask is because you clearly have no concept of how shipping product in any industry works and the reimbursement process works. |
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What I do for a living has nothing to do with this, but thanks for asking. Since you seem to have a great grasp of how this works, explain to me the process because BCM won't.
1) I am supposed to wait to get an email from BCM with no definitive time frame after UPS investigates? 2) I should be satisfied with the fact that through 5 emails, no one at BCM has told me that I would even eventually receive my merchandise, even though I asked in every one? 3) Whether or not I get my stuff hinges on UPS reimbursing BCM? 4) You're telling me that BCM's margins are so thin that they can't send me the items I paid for until they are reimbursed? Please enlighten me. |
| I had a similar issue with Brownells. UPS fucked up and dropped it off somewhere and it went AWOL. Brownells stepped up, and reshipped the order within a week when we were sure the package was fucked. They then dealt with UPS to get reimbursed for the lost merchandise. |
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I had a similar issue with Brownells. UPS fucked up and dropped it off somewhere and it went AWOL. Brownells stepped up, and reshipped the order within a week when we were sure the package was fucked. They then dealt with UPS to get reimbursed for the lost merchandise. Thank you, this shows that I'm not insane for expecting a company to not keep me in a holding pattern while they mess with the shipping company! They haven't even told me if they will even send my stuff again! |
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If they intend to dick around, dispute the charges with your card. Then re-order if needed. A charge dispute may motivate them to do what's right and get you replacements. Yeah I'm hoping it doesn't come to that. I don't think I'm being unreasonable, all I want is a definitive answer as to when I will get my stuff. The CS emails were dancing around it and wouldn't address it... I'm hoping this thing can still be salvaged, as I like BCMs products and up until now have had no problems with them |
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Update: BCM emailed me this morning to let me know that they will ship me new parts next week.
I appreciate them reaching out and doing right by the customer. I never really doubted that I would get my merchandise, but I was pretty upset there was no timeline. As far as I'm concerned, I will continue to do business with BCM, and will work on having more patience should I encounter similar circumstances down the road. Will also update the thread title to reflect a resolution. |