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Airsplat Airsplat.com Sent USED product and refused to respond Internet
This has been a NIGHTMARE! At the end of June we ordered an Airsoft gun for my son's birthday. The original price was 129.99 I believe. The gun came just fine, however, after he used it once the gun stopped working and literally fell apart. I contacted Airsplat and went through their nightmare "email" process because no one on the phone can handle anything.
I spent $15 dollars to ship the product back and was told I could either exchange for the same gun or pick out a different model. We chose to pick a different model hoping to have better luck. The new model was cheaper than the first. It was for $115.99.
We recevied the product on August 4, 2011 under order # SO-901450. The minute we opened the box we knew something was wrong. We could tell the gun was obviously USED! The trigger was worn from where someone would put their finger and the orange cap that needs to be removed to put the battery in appeared to have pry marks on it. We found out why. It was because it was broken and stuck. So, the battery could not be put into the gun to even see if it was usable.
I contacted Airsplat within an hour of receiving the USED and BROKEN product. I asked to speak with a supervisor because I was angry and I had a right to be angry. They sent me a USED product! I was told "we don't have supervisors to escalate things to." I was actually hung up on and had to call back! Eventually, the person on the phone (I cant even use the term "customer Service Rep" because there was no customer service) agreed to have someone call me back.
Several hours later I recevied a phone call from a man who I have to say was very nice. He agreed to email me a return shipping label so I could ship it back and just get a refund at this point. I understand there is a return policy...but I followed the rules...AIRSPLAT did not!! Where in their disclaimers does it state they have the right to ship used product when someone pays for NEW!
Well, the shipping label was never emailed to me. I sent email after email...no response. Finally about two weeks ago I decided to email customer support. A very nice man, Stewie, responded back and said...yet again...he would be sending it to the department that handles it and they would respond within 24-48 hours. I am still waiting. It has now been a month. The gun is still sitting in my kitchen in the box. I went out and purchased a gun from a REPUTABLE DEALER that my son is now using. We have not had ANY problems with the airsoft gun we pruchased from someone else!
In conclusion, Airsoft offloaded used product to me and kept my money. That would make them thieves. I paid for new...did not get what I paid for. I have NEVER had such horrible dealings with a company. Their so called customer service is the worst I have ever seen.
Please PLease Please re-think buying from this company...from all of the complaints that I have read online...this is EXTREMELY common for this company. I am not just one disgruntled customer, there are MANY.
2 Updates & Rebuttals
TalonCompanyAirsofter
LA,California,
USA
Thank you for your help
#3Consumer Comment
Tue, December 29, 2015
Your report played a key role in fighting them. I would like to thank you for that. Airsplat has been investigated for fraud, copyright infringement, illegial distribution of copyrighted materials (accused of such by Glock Training Centers and Magpul Professional Training Systems), and the CEO and his family being illegial residents of the USA. The owner (who's name I cannot disclose) was arrested and charged. He is currently awaiting trail. His family is a different story, he shipped his wife and children off on a boat to Indonesia, where the government is not considering chaseing them.
If you look on this website you can see the many other people who aided in his arrest.
Thank you,
Someone who is dedicated to spreading the truith about fraud (especially in the airsoft industry)
R.McLaughlin
West Townsend,Massachusetts,
United States of America
company has contacted me
#3Author of original report
Thu, September 08, 2011
The company has now contacted me and is now working towards a resolution. I have recevied the return shipping label now and will be sending back for an approved credit. Will update when the credit t omy credit card is received.