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Spencerman

Problem with UNcompany

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Ok, first off I am not the sort of person to *badgeress* about companies online for no reason, but here is the problem.

 

I placed an order with Uncompany at the end of January for some shot gun cartridges. The gun they go into is an 8mm shotgun, and I made sure that I ordered them correctly as they do both the 8mm and the 6mm versions. The sales side of things went great. Fast service and kept in the loop, tracking numbers etc. The items even arrived nice and quick and came at the start of February. However, one of the cartridges was for 6mm instead of 8mm, and one of them had a damaged valve seal (the little rubber ring), preventing eith from being used. Not a major issue like the wrong gun or something, but a simple mistake that should be simple to rectify, and at $17US each not the end of the world. I would have been happy to change the rubber on the valve myself, except that I dont have any, and obviously the 6mm cartridge would have to be swapped as I cannot use that at all and it wasnt my mistake, but a simple thing to rectify and not a large heavy item to post either.

 

So, I emailed UNcompany immediately and informed them of the error and requested that we can arrange for replacements and gave them all the order reference etc. and now nothing.

 

They have not replied to a single email that I have sent them.

 

I have over the last two weeks sent them 4 emails, to both thier sales@uncompany.com email address and via the contact us page on thier website. Absolubtly NO reply.

 

I was left with the only option I saw as available to me at the time, to open a paypal dispute. STILL no response from UNcompany.

 

In response to thier non reply to the paypal dispute I escalated it to a claim, not for the full amount mind you, I rounded it up to $40US for the two items, postage and hassle, only to have it immediately closed by paypal. Anyone familiar with paypal and how it works, thier buyer protection ONLY extends to customers who use EBAY to purchase the items from. That is fair enough I guess as they are the same company really, and they can verify the ebay listings to make sure that they have not been altered afterwards, which an independant website can change at any time. Fair enough except that ebay in the UK prevents listings for firearms and anything related to firearms to be listed on ebay, therefor making ANY airsoft purchase via paypal have no buyer protection whatsoever, as ebay IS NOT an option.

 

If I had not recieved it at all then I would be protected, but they could have just sent me a dirty pair of Magan Fox's knickers instead and I would be able to do nothing about it except sniff them. Maybe I would have been happier with that, but you get the idea. :D

 

By not replying to any contact from me I guess that they are just hopeing I will go away, probably like many other unhappy customers of thiers if this is how they treat people over a simple dispute. It is not the money, it is the principle of it now, that having the mentality to expect poeple to just give up and go away when I am not in the wrong.

 

I dont want anybody else to get scammed by them in this way.

 

My next step now will be to approach my bank tomorrow during normal English opening times, and go down the route of trying to get my money back for the whole transaction. I didnt want to do this. I still dont want to do this, but they are leaving me with no choice. Paypal dont want to know, and say they will only act against a seller if they recieve multiple complaints/disputes about them. This will not help anyone else in the near future from getting ripped off by these scam merchants.

 

I see on the news section on the front page of Arnies big details about all the new stuff that UNcompany have in. I urge everyone not to order from them. If they make a mistake they will not even acknowledge you. It is also bad for Arnies to have sellers like them plastered all over thier home page, as they are niether professional, good or reliable.

 

It would be interesting to see just how many other people have been ignored by UNcompany when they have had a complaint.

 

I will of course update if they do ever contact me and I can resolve the issue, but in the mean time I dont want them to rip off anybody else.

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Anyone familiar with paypal and how it works, thier buyer protection ONLY extends to customers who use EBAY to purchase the items from.

Incorrect. I've had monies refunded from at least two other online sellers when things have gone pear-shaped.

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Incorrect. I've had monies refunded from at least two other online sellers when things have gone pear-shaped.

 

Did you escalate it to a claim or did they just refund you the cash? As i have raised this before and had your answer but in the past the same thing that has happened to the topic holder has happened to me. However paypal have seemed to of updated there protection policy which if memory serves will now cover you if you purchased something on a 'Merchants' website through paypal. Ie if you click pay now and it directs you to paypal you should be covered. dont settle for "fair enough" they are F#cking *albartroth* rapers (paypal). Give them a ring tomorrow as you can get through quite easily but i can tell you there complaints process will never yield anything.

 

Edit off paypal,

"You bought your item on a merchant's website and not on eBay?

The PayPal Buyer Complaint Policy applies to items that are not received and which are purchased on a merchant's website and not on eBay. Claims regarding the quality of goods received are not applicable.

While PayPal may decide the claim in the buyer's favour, recovery is not guaranteed and may be limited only to the amounts that PayPal can recover from the seller's account.

To be covered you must:

• Ensure the claim is for tangible, physical goods that can be posted and are not prohibited by PayPal. Payments for intangibles, services, licenses and other digital content are not protected

• File a dispute in your PayPal account via the 'Resolution Centre' within 45 days of the payment. If you cannot resolve the dispute with your seller, ask PayPal to investigate by escalating the dispute to a claim within 20 days of the date the dispute was opened

• Be willing to provide information during the investigation process. If we are unable to obtain the necessary information, the case may be cancelled without a refund

• Only open one dispute per PayPal payment

Other terms and exclusions apply. To read how you're protected just click the link 'Legal Agreements' on any PayPal page and follow the link to the PayPal Buyer Protection Programmes. "

 

So im guessing they closed the dispute because you had recieved something so like somone said in another topic they could of just sent a stone and you wouldnt be covered if they gave tracking. Man i hate paypal.

 

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Retailer: raised to a claim; refunded by seller.

Private seller/private deal via forum PM: raised to a claim; refunded by PayPal.

 

So I'm sure if it had come to it, PayPal would have refunded the retailer's payment.

 

:)

 

 

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when did this happen? here is still Chinese new year on even it "officially" ended before, most places are closed till March 1st. Maybe that could do something for the non-replies? just a thought

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This has been this month (February). Maybe the Chinese new year has had something to do with it, I did consider that, but surely they wouldnt close down for such a long time?

 

With reguards to Paypal, I came off from the phone with them before I started this topic, and it was them that said that the buyer protection only extends if I have not recieved anything at all, otherwise I am pretty much pissing into the wind as far as they are concerned.

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surely its mostly because of the new year, officially it started 14th of February but most people left 6-8th to holidays already, some places are still not open, some cargos will open 1st of March, they surely love to take their holidays.

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I will try and contact them again next week, having spoken to my bank today. The bank were actually really helpful, and I said that there was this slight possibility that maybe, just maybe they are shut for the new year. Having said that though, I have scince placed two more orders with other companies in the last week that are rivals to this one, and the goods have arrived already from them despite the new year. So, that is already two orders from me that Uncompany have lost out on because of this dispute, and they were decent enough orders too, not just a silly shotgun shell.

 

There were also at least five people who wanted to purchase the same shotgun, which Uncompany sell, as do other suppliers which I know of and have also used in the past and which it was a very close toss up between them or UNcompany that I wanted to use. Obviously I chose poorly, so no prizes for guessing which company I recommended they buy them from, I will give you a clue that it doesnt have UN in front of it.

 

I cant believe that this company has made me say that the bank was helpful.

 

I placed the order end of Jan, and it arrived at the start of Feb, not sure the exact dates off the top of my head, but it was at least a week before the 14th, as the game that we used the cartridges for was on the 13th, and I took great pleasure threatening who I was going to shoot with it on the run up. :P Hopefully then if that is really the case, I will have this matter resolved before the end of next week? If not I will be charging back 100% of the order value from my bank and if they want the stuff back then they can come and get it.

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I have just noticed how Uncompany have had time to post a video on youtube and on Arnies news page about the new WE PDW, so maybe that is why they have not been able to reply to my emails, they have been too busy filming.

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Is it coincidental that someone has posted a topic on General Discussion about a problem with UN Company? :rolleyes:

 

2 people posting about problems with the same company - Hmmm! I think I will hold off my intended order from them and await the outcome of these 2 problems...................

 

 

As for 'Its Chinese New Year _ so it might take a bit of time WTF!!! It was New Year here a couple of months back and I didn't ignore my customers emails. Maybe they haven't heard of email forwarding or Blackberrys. iPhones......................

 

I would hedge my bets that if you had emailed them during Chinese New Year with an order for a couple of hundred $'s worth of gear you would have got a response :rolleyes:

 

 

 

Edit: I'm tempted to put the above to the test and place an order and see how quickly I get a response! If my memory serves me correctly when you place an order with Un Company it doesnt calculate shipping. Once the order gets accepted then they email you with shipping charges and you pay the whole bill.

 

 

 

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Here's the sad truth about email; it is not reliable.

 

I answer questions via email at work and will at times get one from someone frothing at the mouth. My replies will be denied by their spam filter and since I have no data on who there are there is nothing I can do. Sometimes they figure out another way to contact us, other times I suspect they disintegrate in an ocean of their own bile.

 

If email is not being replied too pickup the phone, or write a registered letter.

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Whilst it is indeed true that spam filters can indeed block out certain emails, I have emailed them in the first place when I made the purchase, and they had no trouble getting that one. I have also recieved all emails from them reguarding my order without problem, but do still recieve notifications about the emails that are blocked, normally offering viagra or some such rubbish.

 

I am afraid that where as it may sound a little obstructive of me, I am not about to pick up the phone and call them, because that will cost me money and it is not my fault, and it is a simple error that they are blowing out of all proportion by not replying to me. The other reason that I dont want to do this is because I have a tendancy to get a little bit annoyed at people when I have been dicked about by them, and they propbably would not want to deal with me after the torrent of abuse they will probably be subjected to, so out of courtesy I do not.

 

I have sent them one more email today informing them of my every intention. I have made sure that I included every detail about my order, and if I still recieve no reply then I have had enough with them. I also had the courtesy to inform them all about this thread, and told them that I would let everyone know the outcome. Whether they will be bothered is another thing, if thier customer service so far is anything to go by then they probably wouldnt be. I still hope that it will get resolved, but I am not holding my breath, and I am not prepared to give them much more time to simply reply to me.

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Well, I finally recieved a reply from UNcompany today, and they claimed to have replied to my other email, but as I said I do check my spam and I have not had any problems with any of thier other emails. Anyway, I am much happier now that I have a communication going with them now, hopefully we shall now be able to work out a simple replacement or something. I shall keep you all posted as to the outcome of things.

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its all because of that chinese new year, its so damned important to them the whole country takes the month off.

 

i dont know what to make of what i just said, but please dont be offended. its just like how i dont understand how the whole world like football so much, i really dont like ANYTHING that much.

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I dont take it the wrong way, dont get me wrong, it is a silly little mistake, but I did feel very strongly that I was just being ignored, because other people had replies and they were posting stuff up during that time, videos and new releases etc.

 

Scince I started the whole complaint I have actually fixed one of the problems myself, so there is really now only the one issue of the wrong calibre cartridge, so hopefully we will sort that out without any further problem, I shall keep you informed.

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I just wanted to add that for Chinese New year in HK we get 2 working days off. Although the mainland gets 2 weeks off + pending how good your boss is.

 

2 days off might not seem a big deal.

but when we get 100 emails a day on a monday thats 300.

on a long 5 day weekend like CNY thats 500 to 600 emails needs to be process asap.

and sometimes thats just impossible.

hence the term "email jam"

 

other things can happen to interrupted are things like staff leaving / quitting or getting sick.

surprisingly i hate having days off, because I know no one will do my job and will all be waiting for me when i return.

 

Although I'm not defending Un-co.

No reply at all is a bit sad. not matter the problem, cost or customer.

And I've even had bad CS from them myself. I waited 3 hours instore for them to get me a mp5 and i arrived for at the planed time for it to be there.

but I just wanted to point out some possible reasons.

 

I hope they sort your shells in the near future.

give them some raspberries till you get some result. :P

 

actually I'll like to type up a "Day in the Life of a CS" ...oneday.

just so everyone could try understand the other side of the story, and let you guys in on some home truths and simple facts alot are not aware off.

oneday...

;)

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You have a real cheek commenting on other companies service.

 

Ever heard of 'people in glass houses shouldn't throw stones'

 

By the way thanks for closing my ehobbyasia account without informing me, very mature of you!

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I just wanted to add that for Chinese New year in HK we get 2 working days off. Although the mainland gets 2 weeks off + pending how good your boss is.

 

2 days off might not seem a big deal.

but when we get 100 emails a day on a monday thats 300.

on a long 5 day weekend like CNY thats 500 to 600 emails needs to be process asap.

and sometimes thats just impossible.

hence the term "email jam"

 

other things can happen to interrupted are things like staff leaving / quitting or getting sick.

surprisingly i hate having days off, because I know no one will do my job and will all be waiting for me when i return.

 

Although I'm not defending Un-co.

No reply at all is a bit sad. not matter the problem, cost or customer.

And I've even had bad CS from them myself. I waited 3 hours instore for them to get me a mp5 and i arrived for at the planed time for it to be there.

but I just wanted to point out some possible reasons.

 

I hope they sort your shells in the near future.

give them some raspberries till you get some result. :P

 

actually I'll like to type up a "Day in the Life of a CS" ...oneday.

just so everyone could try understand the other side of the story, and let you guys in on some home truths and simple facts alot are not aware off.

oneday...

;)

 

At least UNCo doesn't use fictitious alias' such as "Jesse" and "Cindy" whenever there is a cock-up.

 

And to re-iterate Andrew March - You've got a bloody cheek commenting on a competitors service when yours is one the worst in the world. :angry2:

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I've ordered from UNC loads of times and have some returns going atm they can be slow at times but they get there I have over $600 order made with them over the weekend and must have dropped over $2k in the last month or so, and have a gbb which I returned waiting a refund for also was sent wrong item in my last order, think the time delay makes emails a bit long winded otherwise they have been spot on.

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