BDS Tactical Gear Inc

This has been resolved with the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I have searched our IMAP server (all accounts) for ANY emails from this customer and have not located a single incoming email. There have been 5 automated emails sent to him with updates concerning the production of his product.Further, we are here from 0700 to 1530 every day and I have no notes...

concerning any incoming calls. With that said, the customers order has been cancelled and a refund will be issued. Unfortunately the credit card used cannot be refunded past 90 days, so a check is going to be mailed to the customer.If he has any further questions, he may contact me directly.[redacted] [redacted]Director of SalesBDS Tactical Gear

Review: I ordered a [redacted] in May of this year (2015). I received a confirmation of payment email and a few other emails stating what phase of assembly that order was in. The last email that I received was July 2nd 2015 stating that my order was pushed back 2 weeks. Prior to that email, I received an email (June 5th 2015) stating that the order would be completed in an "estimated" 4 weeks. I have both emailed and called the company and have been unable to connect with anyone concerning the status of the order now some 5 months later.Desired Settlement: I want a full refund

Business

Response:

I have searched our IMAP server (all accounts) for ANY emails from this customer and have not located a single incoming email. There have been 5 automated emails sent to him with updates concerning the production of his product.Further, we are here from 0700 to 1530 every day and I have no notes concerning any incoming calls. With that said, the customers order has been cancelled and a refund will be issued. Unfortunately the credit card used cannot be refunded past 90 days, so a check is going to be mailed to the customer.

Review: On BDS Tactcals web site they state that custom orders will be comleted within six to twelve weeks. I have been waiting for my purchased product for seven months and eleven days. I have repeated contacted the company and was told via email that there was nothing that can be done.Desired Settlement: I want what I paid for. An apology would be nice, especailly from the employee that I was in comunication with.

Business

Response:

15 June 2013 Customer Placed Order

15 October 2013 Customer sent email with UNHAPPY in Subject line and nothing in email text.

15 October 2013 I replied asking for details as to why he was unhappy.

25 October 2013 Customer emailed again stating we had failed to respond to him and that if he did not hear back from us within 5 days he would cancel his order and contact the Revdex.com.

25 October 2013 I replied stating that I would get to the bottom of his order when we returned to the office on 28 Oct 2013.

26 October 2013 Customer replied that he appreciated my getting back to him in a timely manner.

28 October 2013 I replied to customer stating that the soonest we could build his rig was going to be 15 November 2013 and that I was sending him a $25 gift certificate for the delay.

28 October 2013 Customer replied: “This is beyond unacceptable. On August 5th I received this; we are happy to inform you that Standard Production order 27128 has completed the 2nd phase of production and is beginning the 3rd and final phase. During this phase the item(s) ordered will be sewn and assembled. Which according to your web site the 3rd phase is sewing and assembly.

So you, your production manager or whomever in your company that sent that email is lying out their collective as about what is happening with customer orders.

Since my chest rig was supposed to enter the sewing and assembly phase in August I think it would be a reasonable statement to tell you that my chest rig will be in my hands by the 15th of November or you can refund all of my money and check me off as a complete loss as a customer and for having the slightest bit of respect for anyone associated with you, that’s for lying to me.”

28 October 2013 I replied to the customer (after hours from home) that I was sorry he felt this way and that since more than 90 days had passed I would need to have accounting issue him a check refund.

29 October 2013 Customer replied back that he was disappointed in my reply and that he expected more from a veteran owned business.

No communications since 20 October 2013

After checking with accounting today I see that the check was never sent to this customer. A check ( [redacted] for $129.60) is being mailed today to the address that we have on file for the customer:

Semper Fi,

Director of Sales / Product Management

BDS Tactical Gear Inc