Complaint Review: AMERICAN GUN ASSOCIATION - Austin Texas

American Gun Association <[email protected]>   

To

R W

Sep 4 at 6:44 PM 

Thank you for your order.

Order Receipt:

Order ID: 283093611

Date: Mon Sep 04 19:44:29 -0400 2017

Payment Type: Visa

Order Status: Accepted

(ARXS16A) Girandoni Air Rifle - Ultra Light        $99.95 X 1 = $99.95

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Product Total                                                  $99.95

Shipping (Shipping)                                              $0.00

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Grand Total                                                    $99.95

American Gun Association live chat about my Girrandoni Ultra LIte rifle purchase:

Mary: Hello, thank you for visiting. Can I help you in any way?

Me: Why yes you can Mary!

Just a moment...

Sorry, Mary is busy right now. Please wait while we find someone else.

Mary: Hi! Thank you for contacting support!

Me: On September 4, 2017 I ordered the Girrandoni Ultra lite 22 caliber air rifle, the scope, ammo, and rifle carrying case.  I used a Credit Card to make the order, it was accepted by your site.  And I began my wait for the delivery of my much anticipated rifle.  It still hasn't arrived, despite 3 emails to support asking, then demand, when it would be shipped.

Mary: How may I assist you today?

I’ll be happy to assist you. May I please have your name and email address used for the purchase?

Me:

Me: On September 4, 2017 I ordered the Girrandoni Ultra lite 22 caliber air rifle, the scope, ammo, and rifle carrying case.  I used a Credit Card to make the order, it was accepted by your site.  And I began my wait for the delivery of my much anticipated rifle.  It still hasn't arrived, despite 3 emails to support asking, then demand, when it would be shipped.

Mary: I’ll be happy to assist you. May I please have your name and email address used for the purchase?

 

Me: R W

Mary: Thank you, R. Just one moment while I look into this for you.

Me: Appreciate your help, this has been a real aggravation.

Mary: Hi R! Do you have an alternate email address? I was not able to locate any account under your email address.

Me: You can try

Mary: Thank you.

Thank you for patiently waiting.

Me: Mary, I have many emails, looking at the original message from you (Average Joe) on your site, I find that I may have used this address:

Mary: I was able to check our records and I can see that your order for the rifle, scope and ammo are currently on back order.

However, it is also still within the shipping time frame. 

Me: Why couldn't someone there advised me of that fact instead of allowing me to boil waiting to hear from you?

Mary: The estimated shipping time frame for this item is 121 business days not including weekends and holidays.

Me: Does that mean you will not tap my Credit Card, and spend my money for 121 business days which by quick reasoning is approximately 6 months?

Mary: Once we have restocked we will immediately ship out pending orders. So if ever you still have not received this after the given time frame, kindly let us know so we can continue to help monitor your order.

Sorry for the confusion It's 15-21 business days not including weekends and holidays.

Me: and why didn't your company advise us of the extreme shipping delay..  Sounds like a lousy way to do business to me.

Mary: It's approximately 1 month.

Me: This is what time frame you just typed in for me. The estimated shipping time frame for this item is 121 business days not including weekends and holidays.  which would be as I said, near 6 months...

as of this Thursday, it will be 18 business days since placing my order...

Mary: We usually inform our customer after the given time that their orders are currently on back order. Since you have already reached us, I am only giving you a heads up that we may not able to ship this item since this is on back order even though it is still within the shipping time frame.

Yes. Again, apologies for the typo. What I meant is 15-21 business days not including weekends and holidays. 

Me: So Mary, does it appear that your Company is on track to receive their backorder within you shipping time frame?

Mary: Yes. Within or after the given time frame.

Me: Thank you, that's like saying maybe...

Mary: I really do apologize for the delay. But I will assure you once we have restocked, we will immediately ship out pending orders.

Me: I know that I've made you feel like I'm giving you grief, and I apologize for that.  I know you don't run the show...so thank you for your help.

Part of the reason for my anxiety beyond the fact that I heard nothing from your Company, is that I have been invited to a private range this Friday, and sincererely wanted to try this rifle out at the range then.

Mary: I understand and I'm sorry for that.

Me: Not your fault.  My thanks for answering with such  courtesy.  I hope that I have been the worst of your day, and all things improve from here on.  Thank you, and good-bye.  One little thing, will I hear if the backorder is taking longer than expected?

Mary: Yes. I will be the one to update you the status of your order.

Me: Fantastic, Bye

Mary: Or, kindly contact us again on October 3 so we can assist you further.

We appreciate your patience and understanding with regard to this matter. \

Aside from this, Is there anything else that I may help you with today?

 gunassociation.org/products/1sc/best-hunting-air-rifle-mini/

Contact Us

At AGA we welcome any feedback or communications from our members. Please provide us your information by using the contact form, or if you need to contact us please feel free to use our contact number below.

EMAIL:

[email protected]

PHONE:

512-782-4624

ADDRESS:

 5812 Trade Center Drive Suite #300

 Austin, TX 78744

September 4, 2017 I purchased the Girandoni Ultralight 22 caliber air rifle from you.  Today is November 18, 2017 and I still have not received my paid for rifle.

I've spoken with your customer service agents, and the answer is always that it's on back order.  Surely that story has gotten old by now.

I want the Rifle I ordered and paid for in good faith.  I don't care what you must do to get it to me, but if it doesn't happen by the end of the month, your name will be all over every social network site on the web as a place that doesn't honor your commitments, and apparently is fraudulent when it comes to buying a product from you...

I've been as patient as I can be, but REALLY NOW don't you think 3 months is an excessive amount of time to wait to receive an order?

I have so many email addresses, I don't remember which address we've communicated on, but it makes little difference, your sales records will show you the truth, that I ordered on September 4, 2017, and the order hasn't been fulfilled.

I may have used -- when completing my purchase, that is usually the address I use for online purchases.

R W

I want results, not platitudes.  

Sending ...

© 2016 American Gun Association. All Rights Reserved

 5812 Trade Center Drive Suite #300 Austin TX, 78744

 

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The following is a copy of my most recent communication with American Gun Association, sent as a reply to an email received by me after a lenghty telephone conversation with their support staff.  

 

SENT TO AMERICAN GUN ASSOCIATION 1844, 01/04/2018  FOLLOW UP WITH DEPT OF COMMERCE ON 01/16/2018

Attention: Owner, general manager, and sales manager American Gun Association.

RE: ORDER 283093611 DATED: SEPTEMBER 04, 2017 @ 19:44:29 PAYMENT TYPE VISA, ORDER STATUS: ACCEPTED.   

MY NEXT STEP: CC: US GOVERNMENT FRAUD DIV. DEPARTMENT OF COMMERCE.

WHAT IN THE WORLD ARE YOU TRYING TO PULL?

5 Months ago TODAY I ORDERED AND PAID FOR AN (ARXSI6A) GARANDONI ULTRA LITE 22 CALIBER AIR RIFLE FROM YOU!

YOU HAVE NEVER FULFILLED YOUR PART OF THE CONTRACT! 

I HAVE NOT TO THIS DATE RECEIVED MY RIFLE, BUT YOU’VE HAD USE OF MY MONEY ALL THIS TIME.  I ALSO ORDEERED 500 ROUNDS OF PELLETS, A RIFLE SCOPE, AND SCABARD.  FINALLY AFTER 3 MONTHS, I RECEIVED THE SCOPE, AND SCABARD.  NO RIFLE, AND NO PELLETS…

WHEN I HADN’T HEARD FROM YOU IN TWO MONTHS, I CONTACTED YOUR COMPANY SUPPORT DEPARTMENT; AND WAS TOLD THAT THE RIFLE WAS ON BACK ORDER, AND THAT YOU WOULD GET IT TO ME ASAP, AND ALSO INCLUDE AN ADDITIONAL 500 ROUNDS OF PELLETS TO COMPENSATE FOR THE DELAY.  THAT WAS THE LAST I HEARD FROM YOU.

TODAY, JANUARY 4, 2018, FIVE, (5) MONTHS FROM THE DAY OF MY ORDER, I CALLED YOUR CUSTOMER SERVICE AND GOT SOME LADY FROM INDIA ON THE PHONE.   SINCE ENGLISH IS NOT HER FIRST LANGUAGE, I COULDN’T UNDERSTAND HER, AND IT’S OBVIOUS FROM THIS RESPONSE FROM YOU THAT SHE COULDN’T UNDERSTAND ME EITHER.

I DO NOT WANT A REFUND!  I WANT THE RIFLE I ORDERED & PAID FOR 5 MONTHS AGO!

AS I TOLD YOUR MID EAST INDIAN REPRESENTATIVE, YOU HAVE UNTIL THE (15) FIFTEENTH OF JANUARY TO DELIVER MY RIFLE AT WHICH TIME IF IT IS NOT IN MY HANDS, THE SIXTENTH OF JANUARY I WILL BE SENDING COPIES OF THIS LETTER, AND ALL OF THE INVOICES TO THE FRAUD DIVISION OF THE DEPARTMENT OF COMMERCE.

THERE WAS NEVER ANY RE-BILLING INVOLVED, I PAID UP FRONT FOR ALL THE ITEMS I ORDERED; YOU ACCEPTED MY CREDIT CARD PAYMENT; AND HAVE NEVER FULFILLED THE CONTRACT BETWEEN US.  AS FAR AS I’M CONCERNED, YOU ARE GUILTY OF EITHER FRAUD, OR GRAND THEFT, AND I WILL PERSUE THIS WITH THE PROPER GOVERNMENT CHANNELS ON THE SIXTEENTH OF JANUARY 2018.

I DEMAND MY RIFLE!

REGARDS.

Sent from Mail for Windows 10

From: American Gun Association

Sent: Thursday, January 4, 2018 5:23 PM

To: R W

Subject: Your Monthly Membership has been Canceled.  [I NEVER SUBSCRIBED FOR MONTHLY MEMBERSHIP, I JUST ORDERED THE GUN1]

Hello R W,

This message is to confirm that automatic re-billing for UR AGA + 500 Rounds Ammo Air Rifle has been cancelled.

There will be no further charges applied to your credit card for this product in future.

We thank you for your business, and welcome you to contact us again if there is anything further we can do for you.

American Gun Association

512-394-8187

[email protected]

gunassociation.org