Complaint Review: AIRSPLAT

Order#SO-1193940

On 8/27/2013 I ordered a VFC Umarex M4 HK416 CQB airsoft AEG rifle for $389 and a Tenergy 9.6v 4200 mAH $40 battery via airsplat.com website.  Since it was Labor day weekend coming up I had it shipped UPS 2nd Air.  

Package arrived on Friday 8/30/2013.  I signed for the package and after getting inside the house I noticed that the SINGLE tape they used on one side of the box was broken.  They only used one strip of packing tape to secure each end.

Of course the tape isn't going to hold.  So there's a gap and tear on one end of the box.  I noticed also that the gun manufactors box which is inside the shipping box was moving freely inside.  Meaning airsplat did not pack it properly because the contents of the box can easily shift side to side.  The shipping box was only packed with maybe two sheets of crumpled brown paper.  Not enough to keep it from moving around inside.  When I opened the package there was the airsoft gun box, but NO battery.  I checked out the gun and it appears to be fine.  The gun box wasn't even sealed.  

I immediately called Airsplat to notify them that there was no battery and probably it fell out since they did not tape the box properly.  I spoke to a male, I do not remember his name.  They said they would file a UPS claim for me.  Duh.  Only the shipper can file a lost claim.  They act like they are doing me a favor.  I asked about sending me a repalcement.  "Sorry, we have to wait for the UPS claim to process."

I called back again on (9/3/2013 11am) after the wasted Labor day weekend and spoke to Abby in customer service.  She tells me the same thing.  I ask her, "What if UPS denies the claim?", she replies, "we will send in another claim."  Until then I just have to wait.  She then goes, "UPS will probably contact you concerning the package." I hope they do contact me because I will tell them that airsplat did a very poor job in packing my merchandise and only used 1 strip of tape to seal the ends.  I have the box and proof of it.

I said forget it there is no reason why I have to wait for a UPS claim to process.  The problem lies between AIRSPLAT and UPS and I should not have to wait for a claim to get my refund.  She says, "Can't issue refund until UPS claim is processed."  Their policy clearly states, 15 day return policy starting when you receive the item. Well I NEVER received the item.  So when the does the 15 days start?  A good company will not let you wait until they clear it up with UPS.

Sincerely,