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A & J Sporting Goods

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A & J Sporting Goods Reviews (1)

I purchased a biometric [redacted] made by [redacted] Inc., Model [redacted] from A & J Sporting Goods on [redacted] 2014. I had issues getting the unit to work properly so during a call to [redacted] Tech. Support on [redacted] I was told that the unit would be replaced and given "order No. XXXXX" to be shipped with a return label for the first unit and arrive within a week. A few days later I received an email to tell me that this model was out-of-stock until the end of [redacted]. 2015. When the new unit did not arrive by early [redacted] I sent an email to check on the status and was told that the new unit would not ship until the end of [redacted] I then told [redacted] that I wanted my money back and they told me that "The return and refund would have to be done through the place of purchase". I then took all of my emails and notes to "[redacted]" at A & J Sporting Goods. A few days later, I found a replacement unit at my door with no word from either A & J Sporting Goods or [redacted] Like the first unit, I had issues with both the enrollment of my fingerprint and with opening the unit even when I had successfully enrolled my fingerprint. I had a friend and his wife try out the unit and they could not get it to work at all. On [redacted] I sent an email to [redacted] at [redacted] Inc., [redacted] offering to purchase a non-biometric unit if they would reimburse me for the difference in price. The unit cost was [redacted] plus tax equals [redacted] On [redacted] I sent the same proposal to "[redacted]" at A & J Sporting Goods. At this point in time, I have not heard from either party."[redacted]" at A & J Sporting Goods insists he will not get involved in any refund "it is store policy". With the stated [redacted] policy "The return and refund would have to be done through the place of purchase", where does that leave this customer? I do not believe that any business should treat a customer this way.Product_Or_Service: GunVaultDesired SettlementAfter trying to get some resolution for more that three and one-half months, I would prefer to get my money refunded. I will be happy to return the unit I have if someone sends me a paid shipping label.Business Response Case #XXXXXXIn response to your [redacted] 2015 letter, received on [redacted] 2015, regarding a [redacted] Safe purchased by Mr. [redacted].Facts:[redacted] did purchase a [redacted] from our shop.- For your information [redacted] purchased a small bio-metric single gun vault. The vault requires you to program ones finger(s) to get the unit to open. Prior to [redacted] purchasing the unit it was explained to him that bio-metrics can be temperamental and may need to program multiple fingers on both hands. Sometimes when a finger tip has a scratch on it the reader may not identify the finger, being the need for multiple fingers programmed. Even after this being explained to [redacted], he decided to still make the purchase.- Our shop sells very costly items with a very low margin, to the customer's benefit, almost all the time below MSRP.At the entry of our shop there are two, not one, but two, clearly posted signs that indicate that product warranties are honored by the manufacturer, not A&J.During [redacted]'s first return visit, [redacted] started positioning his situation that he did not want a replacement but his money back for the item, claiming [redacted] lack of response was not a company he wanted to do business with, less to do with the safe and more to do with their customer service. As you can see he is taking a different approach. Again we pointed him in the direction of the manufacturer and we aided the situation by contacting him on his behalf.If [redacted] filled you in on the complete story he would have informed you that in the owner's manual for the SVB500 there are instructions on how to proceed with warrantee situations. The manual clearly states the [redacted] should be contacted. We would not sell this product if we were required to provide the warrantee for we are not qualified to service these units.- In efforts to assist Mr. [redacted] we continued our communications with Gun Vault to help facilitate his situation; the email chain of this communication is attached for your use.- You will see from this communication that [redacted] was sent a replacement and the manufacturer communication declares the issue closed. This is the last correspondence we had on the subject until the arrival of your letter.- As part of the communication and to aid [redacted] we shared the situation with our distributor who advised they do not get involved with warranty work and directs these inquiries to the manufacturer as outlined in the owner's manual. Our distributor also confirmed that there have been no know issues with this product. Summary: In this situation our shop performed as we have advertised and in accordance with our clearly posted conditions of sale as well as in accordance with the manufacturer's recommendations. We honestly do not feel there is anything wrong with the first safe, [redacted] is experiencing the issues we explained to him prior to the sale. [redacted] is a slightly older gentleman who is having difficulty with this technology that can be somewhat temperamental, as explained to him prior to the sale. At some point [redacted] changed his mind that he did not want the purchased unit and even though the manufacturer sent him a replacement at no cost [redacted]'s is still not satisfied.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This is in response to A & J Sporting Goods claims regarding Revdex.com Complaint Case# 240309 (Ref#XX-XXXXXX-XXXXXX-X-XXXX).Response:-There was no explanation of any kind regarding the [redacted] on the day of purchase. There was no explanation of bio-metrics, their temperamental nature or the need to program multiple fingers. My wife accompanied me to A&J and was present during this purchase. We can both testify to this, if necessary. If I had been given the claimed explanation, I would likely not have made this purchase.-In the rebuttal to this claim, there is the claim that signs are posted at the entry to the business that indicate that product warranties are honored by the manufacturer, not A & J. I did not see these signs when I entered to make this purchase. Even after my first return to the business when I was told of these signs I did not see these signs when I left that day nor did I see them on entry or exit of the premises on the second visit even though I specifically looked for them. When I enter a place of business, it is not my practice to read every sign that is posted (there are dozens of signs posted at A & J). For a major purchase such as this, I would expect a personal heads up. When I go to buy a car, I expect the dealer to handle all communications with the manufacturer. If replacements or repairs are required, I do not expect to be required to communicate directly with the manufacturer. If there needs to be a replacement, I expect to pay additional money if necessary and if the replacement costs less, I expect the dealer to compensate me for the difference all without requiring me to communicate with the manufacturer.-The charge that on my first return visit "[redacted] started positioning his situation that he did not want a replacement but his money back for the item". Note that this visit was 12 weeks after the purchase. They neglected to indicate that this was after I had serious problems with the first unit and had been promised on [redacted] 2014, over the phone, a replacement in a few days (order #XXXXX). I then received an email saying that these units were out of stock until the end of January 2015. When [redacted] 2015 arrived and I had not received the replacement nor any communication, I sent an email to inquire about the status of the order and was then told that this unit would not be in stock until the end of [redacted] At that point, I felt that I was getting a run around and asked that my money be returned. A return email from [redacted] then informed me that "The return and refund would have to be done through the place of purchase."-The claim that I did not tell the complete story about the notice in the owner's manual regarding replacement & repair is somewhat bogus. While there is a notice in the owner's manual, I did not see that notice until after I unpacked the unit at home. The notice indicates that the product should not be returned to the dealer and that the manufacturer cannot provide refund for the product. These facts have nothing whatever to do with a purchase that has already been made, they simply state [redacted] policy.-In spite of my request for a refund, A & J sporting Goods did communicate with the manufacturer and had a replacement unit shipped. Slightly over one week after my first return visit, on [redacted] without a single Communication from either A & J Sporting Goods or Cannon, I found a package with the replacement unit on my front steps. I do not know when the package was placed on my steps as I had no notice that it was coming. I worked with this second unit for a full week, then had a friend and his wife try to use the unit. The unit would not work as it should for either me or my friend and his wife.-A & J does not acknowledge the fact that I proposed a solution to Cannon on [redacted] 2 as detailed in my complaint. This same email was sent to [redacted] at A & J on [redacted] 7 for which there was no response. I did not receive a response from Cannon until [redacted] as follows: "Im truly sorry for this inconvinience. We do not provide reinbursements, we can go ahead and swipe the unit for you for the same or less model if you prefer." Nothing is said about the proposed refund of the difference in price so this solution is not acceptable.Summary:The claims by A & J Sporting Goods regarding the explanations given to me about this bio-metric unit prior to the sale are simply not true. On both of my return visits, I talked with [redacted]. [redacted] was not present when this sale was made and both my wife and I were there. It may be policy to give the claimed explanations on this product but none were given to this buyer on this purchase. The purpose of this product is to provide both security and quick access. If someone breaks into my house, the admitted "temperamental" nature of this product is a huge liability when I need to protect my family. I do not think that it should be acceptable for a retail business to refuse a refund when a customer returns one unit and accepts a lower priced unit. Who else but the retail outlet is in a position to return the state tax money that is due the customer and square the tax books with the state? I changed my mind about this purchase when [redacted] started giving me the run around on the replacement unit by changing the expected date for a replacement. When I could not get either the first or the second unit to function as it should, I was even more certain that I did not want this product. I am not satisfied because this unit does not do the job!It seems to me that the policies of A & J Sporting Goods and [redacted] are not compatible in that neither party wants to deal with returns or refunds. [redacted] says that "The return and refund would have to be done through the place of purchase." While A&J says "product warranties are honored by the manufacturer, not A & J" and [redacted] says it "cannot provide a refund". I am in the middle of this!

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Description: Sporting Goods-Retail

Address: 10 Depot Street, Housatonic, Massachusetts, United States, 01236

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