[SWAT uk 247]

Yeh. Hindsight is 20/20. I will do my best to repair any damage caused.

[SWAT uk 247]

Yes i have. I was certainly a bit hasty with posting up what happened originally, but i did make sure i posted up their response asap to show that they had gone out of their way to resolve it.

 

When i posted this up, i wasnt doing it to get anything from them. I just felt i should post up what happened.

[SWAT uk 247]

I was busy last night, so i didnt get chance to put anything else up.

 

I think that the main reason for the situation was due to them releasing the bfgx on sunday. This solution to the issue is better than i expected, and they have been very generous with it.

 

The product itself worked brilliantly. I only got to use it a few times during a game on sunday, but it was great. The only issue i have found is that the paint chipped quite easily, but i stripped it back down to the metal which should make it easier to find. The fact that it self resets is good as well.

[SWAT uk 247]

Another email from him today.

hi jordan,

much better response,

out and as an act of goodwill i will be crediting your account with the £70.00

and you can keep the grenade, this offer is purley that you can appreciate that things sometime, are out of both of our control.

i trust this resolves your issues with us, we dont portend to mess people about or disrespect them, but you may consider next time this issue arises in a different place, be more civil rather than resort to threats, you would get a lot more feedback fella.

anyway if you feel you have been messed around we apologise and hoepfully your reward is suitable.

let me know if this is a resolve that suites you and we will make the transfer

regards

paul

s.w.a.t.

[SWAT uk 247]

i have put the original post up on a couple of other forums, and i will update them with the emails. Ill put this up on as many forums i can find. Thanks for your help as well.

[SWAT uk 247]

As a note, i did not accept. I acknowledged his response, but did not say "I will no longer pursue this issue" or anything along those lines. I don't see how informing them that i will contact trading standards is childish, but maybe that's just me. As for me being the one who is rude... And now he is denying receiving any emails, even though i got a copy sent to me by their contact form. I have managed to sort out the spare grenade myself, but i still think its worth me updating any emails i get.

[SWAT uk 247]

Most recent email from him.

 

Hi Jordan,

Don’t be so dam rude, it would be polite to address the matter by either a hi or dear sir.

You are obviously intent on not taking the blame for this matter; the fact that you ordered a product then changed your mind is not covered by your statutory rights.

We have made a fair offer for you to return the goods, which you up to this point have declined.

Rather than be sporadic with your threats would it be more prudent to be productive rather than shift the blame on to us.

• Your ordered a grenade and requested that the grenades were engraved with “heath”
  
• All orders are treated as priority and are shipped same day or next
  
• Your order was processed Monday and shipped next day special delivery
  
• You emailed us to say you have changed your mind
  
• We emailed back to advise that the order was shipped and engraved
  
• You rang and we explained which you accepted
  
• Then again you changed your mind!
  

We have no control over the deliveries and the duration of time royal mail take, maybe the shipment was slowed down due to adverse weather I don’t know?

If your attempts on Monday failed it is because you were not too concerned, you should have rang us to cancel rather than rely on emails which we did not receive, and we only have your word that they were sent, I have check our spam system and all dates prior and after and nothing other than the email Tuesday.

So come up with a resolution or accept our offer and return the goods and we will refund you less the costs outlined.

If you persist with the childish threats we will treat this matter thus, and best advise you to seek legal help, not forgetting its £70.00 and you do have a nice product with your name on it.

Regards

Paul

s.w.a.t.

[SWAT uk 247]

This has definitely put me off buying from them again. I have found other places to buy blanks and pins, so i should be ok.

 

He certainly isnt the sort of person who should be running a business.

[SWAT uk 247]

It was silver.

[SWAT uk 247]

From what they said the order was sent out on the monday, but from the stamp (and i might be able to find out from the tracking number) it was sent out on the 27th. I do think they wanted to shift the grenades as they are releasing newer versions this weekend.

 

Thanks. I have managed to sell the grenade on myself now, but i will make sure i warn people of their quality of service.

[SWAT uk 247]

Invoice came through at 12:57 PM

 

Sun, Jun 24, 2012 at 12:59 PM

You have received a new inquiry:

 

Data:

------------

Customer ID: ******

Name: Jordan Heath

E-mail address: ************************

 

 

Inquiry:

--------------

Subject: Cancel order.

 

To whom it may concern,

 

i wish to cancel the other number O-1053 as i accidentally ordered 2

impact grenades instead of one.

 

Regards,

 

Jordan Heath

 

---------------------------------------------------------------------------

Mon, Jun 25, 2012 at 8:31 AM

 

To whom it may concern,

 

I wish to cancel order number O-1053 as i made a mistake when selecting a product.

 

Regards,

 

Jordan Heath

-----------------------------------------------------------

 

 

 

 

 

 

1]

 

 

Tue, Jun 26, 2012 at 2:42 PM

To whom it may concern,

 

I sent an email on sunday saying that i wished to cancel the order number

O-1053, however i have not heard anything since. Has the order been

cancelled?

 

Regards,

 

Jordan Heath

 

 

 

 

 

 

 

 

 

1]

 

Tue, Jun 26, 2012 at 7:26 PM

 

 

 

 

hi jordan,

this may pose a problem for you, the grenades were shipped yesterday and engraved as requested.

regards

paul

s.w.a.t.

 

 

 

 

 

 

 

 

 

 

 

 

1]

 

 

Tue, Jun 26, 2012 at 8:35 PM

 

Hi Paul,

 

I sent an email using the contact form on the website immediately after ordering, then another on monday morning at 8:30 am using the direct email address. What possible courses of action are there now?

 

Regards,

 

Jordan Heath

 

 

 

 

 

 

 

 

 

 

 

1]

 

 

Wed, Jun 27, 2012 at 4:18 PM

 

Hi Paul,

 

Am i to assume that the order was not dispatched on Monday as i have

yet to receive them. (The shipping method was 'Royal mail special

delivery' which is a 24 hour service, so unless they have been lost

they should have arrived yesterday.) As i requested for the order to

be cancelled on Sunday, Monday and Tuesday, I take no responsibility

for the error and i wish to know how you intend to resolve this

problem.

 

Regards,

 

Jordan Heath

 

 

 

 

 

 

 

 

 

At this point i called up and had the conversation where i was told that i should have called them, and that they werent willing to do anything.

 

 

 

 

 

 

 

 

hi jordan,

this is not the best way to resolve a problem, and you were advised by email on tuesday that the grenades had been engraved as requested in your order.

you did have access to the customer area and could have influenced the order at the picking point.

you did not ring, but said you have sent emails to us to cancell, we will accept back the grenade or whole order, but must then charge for the return and subsiquent new casings that would be required.

the casing costs £17.00 each + vat and a handling charge of 20% would be added to cover costs + postage costs,

let me know which way you wish to proceed, also we have no control of royal mails deliveries despite the fact we send out same day.

the item that has been trakced suggets they tried to deliver today ?

regards

paul

s.w.a.t.

 

 

 

 

 

 

 

 

 

1]

 

 

 

 

 

Hi Paul,

 

There was no attempted delivery today. In the customer area there is

only an option to view order, not cancel them or edit them. In the

invoice email it states 'You can check the status of your order at any

time in our customer area'. It says nothing about influencing the

order. I had already emailed you on Sunday and Monday, but i only

received a reply from you on Tuesday. I contacted you immediately

after the order had been completed to request to cancel it.

 

I did not call because i prefer to have evidence of communication for

situations where things do not work out properly. I would understand

if i had requested to cancel the order after it had been dispatched,

but i requested to cancel it two minutes after receiving the invoice

email.

 

 

 

 

 

 

 

 

 

 

1]

 

 

 

 

 

 

Hi Paul,

 

The parcel has arrived today. The date on the stamp is the 27th, so i

doubt that it was sent out on monday, or that there was an attempted

delivery yesterday. I will be contacting trading standards and

notifying them of the situation if this is not resolved properly. It

is unfortunate that it has come to this.

 

Regards,

 

Jordan Heath

 

 

 

 

 

 

 

 

1]

 

 

 

hi jordan,

we have no control of the post office and their date stamps etc, again you were in control of the order despite the fact your instructions were to engrave the grenades, i cannot see what all the fuss is about which results in what a £70.00 grenade you changed your mind about.

the basis of resolving this dispute is to what threaten us ?

regards

paul

s.w.a.t.

 

 

 

 

 

 

1]

 

 

 

 

If the date on the stamp is yesterdays, and the service by which the

parcel was sent is 24 hour delivery, it all points to you sending the

parcel on the 27th, and not the 24th.

 

My instructions were also to cancel the order. I never planned on

buying the second grenade, and to some people and extra £70 is

something that could be better spent elsewhere. Im sure that if you

were in my situation you would feel the same way. Unfortunately trying

to resolve the situation talking directly to you has not worked, so i

will have to take other steps.

 

Regards,

 

 

Jordan Heath.

[SWAT uk 247]

I got to the point in the order where it had 'any extra comments'. So i wanted to make sure i hadnt missed out the point where you asked for it to be engraved. I opened up a new tab, and added a grenade to the basket. Usually when you are past a certain point any additions to the basket in another window wont effect the order, and i think the any extra comments part was in the overview section of the checkout process.

 

The point is, from the off the retailer's attitude has been abysmal; The first reply, even if the grenade had been engraved as a result of customer error, should have been along the lines of 'Hello, we're really sorry about this, but we've already engraved the grenade so we can't give you a full refund, but if you're willing to pay for a new shell for it we'll give you the rest back, and apologies for not getting to your cancellation e-mail sooner'.

 

I would have been a lot happier if they had said that to begin with even though i would have been out of pocket.

[SWAT uk 247]

Even if it is a small business thats no excuse for poor service, and i dont find any of their excuses justify the situation.

[SWAT uk 247]

Another email from them.

 

we have no control of the post office and their date stamps etc, again you were in control of the order despite the fact your instructions were to engrave the grenades, i cannot see what all the fuss is about which results in what a £70.00 grenade you changed your mind about.

the basis of resolving this dispute is to what threaten us ?

[SWAT uk 247]

It certainly is. I have sent them an email saying if they do not resolve the issue adequately they i will bring in trading standards, or somebody along those lines (worded a lot better than that though). I do intend to see this through to the end, because its his fault the order went through and not mine.

[SWAT uk 247]

Glad im not the only person who thought that. A company that operates on the internet should be checking their emails. I have but i haven't received a reply yet, ill keep this thread updated.

[SWAT uk 247]

Accidentally ordered 2 impact grenades instead of one. I had requested that it had 'Heath' engraved on as well. Two minutes after receiving the invoice for the order, i contacted them using the contact form on the website requesting for the order to be cancelled. I sent another the next morning at 8:30 as well. I still hadnt heard anything, so i sent another 2 emails on the tuesday requesting for the order to be cancelled. I received a reply at 7:30pm saying that

'this may pose a problem for you, the grenades were shipped yesterday and engraved as requested'.

I contacted him again asking what possible courses of action there were and didn't get a reply. I sent another email yesterday explaining that the order still hadn't arrived (despite being 24h delivery), and that because i had requested multiple times (including one straight after ordering) i felt it was his responsibility that the order had not been cancelled.

 

I finally decided to call him and was greeted with a sigh. I explained the situation to him but i didnt quote a reference order because he already knew which order i was talking about, so i am guessing that he had read all of the emails, but only replied to one. He told me that "you should have called, i dont really check my emails." From what he said if i had called to cancel then he would have not engraved them, not dispatched the order and refunded me the money. Basically, my method of communication was wrong.

 

At the end of the day, its the customers responsibility to check which method of contact is preferred by a company. If an email address/contact form is on somebodies website, i will assume that they check it (which has been the case with all of the other websites i have dealt with). He told me again that they were sent out on monday, and because they were engraved he could not refund me the money straight up, which would be understandable if i had cancelled the order after he had dispatched them.

 

I received another email last night stating that 'you did have access to the customer area and could have influenced the order at the picking point.' However on the invoice email itself it states that you can view the order status, but not cancel it. In the customer area there is no way to cancel the order, and it was not updated with the order status either. He did offer to accept the grenade back as long as i pay 20% for handling charges (postage and other costs) and i postage back to him would be out of my pocket, and also pay for a new case at £17. Again, this would be understandable if i had requested to cancel the order after the items had been dispatched.

 

In the same email he said 'we have no control of royal mails deliveries despite the fact we send out same day. the item that has been trakced suggets they tried to deliver today ?'

However on the parcel, the date stamp says 27/06/12 which is definitely not Monday, and there was definitely no attempted delivery yesterday. The way this situation has been handled is very poor, communication was awful and the person/people i have spoken to were very rude.

 

I would definitely not recommend ordering from them. If they had been more polite, i wouldn't feel like i was being screwed over in this situation as much. The returns policy on their website states nothing about fees for returning engraved items.

 

If anybody would like i can post the back and forth (if you can call it that) with the emails.