Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI agree that the complaint will not be resolved as Bravo Company USA has stated that they will not return the original manufacturer packaging sent in as part of the RMA process per their RMA instructionsTheir responses included untrue statements, accusations that I intend to defraud people, and focuses on matters that are not the focus of the complaint which is the return of the original manufacturers packaging
Regards,
*** ***
Hello,
We confirm we received email correspondence with *** *** who stated and had pictures showing his handguard had suffered damageWe stated that we did not have any original KMR handguards available however, we would be more than happy to get his handguard back to our facility for
our inspection and replacement*** asked to have us ship the replacement handguard to him first and then he would ship the other handguard to usWe replied stating that warranty/courtesy replacement policies do not generally operate that way and restated that our offer was still valid to have him send us his upper receiver group to have the handguard professionally replaced, free of chargeWe were waiting for a response from ***, but had not received any emailUpon receiving the notification of a Revdex.com complaint we checked through our emails and did not see any response to our emailWe went through our spam filter and did find a responseOur offer to replace the handguard is still openWe simply need a good shipping address from *** *** and we will send him a prepaid shipping label to have his upper receiver group overnighted to us for replacement of the handguard and then we will overnight the upper receiver group back to him.Thank you
I think this company is an upstanding company that really goes above and beyond to help their customers outI've been trying to purchase an AR for my fiancée and had left a deposit to start the build and was given weeks to send remaining balanceI am however confined in hospital due to treatments and therapy that I am receiving for my illness and could not meet this time frame They have gone above and beyond and worked with me not once but three times in allowing me additional time to get this in and insuring me that I would not lose my deposit We all know how deposits usually work, they hold it till they get the balance or you lose it but not with BravoI am beyond grateful for everything they have done for me and would highly recommend this companyThey treat their customers like people vs just seeing dollarsOne of the best customer service experience I have recd in a long time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
We received a letter from the Revdex.com in regards to one of our
customers and we have resolved his original complaint/issues he was having receiving his package. Please see below
Please confirm receipt of this email and resolution of this case number
Thank you for your assistance in this matter
***
*** *** *** ***
***
***
From: *** *** *** Sent: Friday, March 07, 8:PMTo: *** ***Subject: Re: RE: *** : Order #***
Hi ***,
I received the package yesterday. Thank you. I will tell my credit card company to stop the dispute and pay for it
Regards,
*** ***
On Thursday, March 6, 12:PM, *** *** ***> wrote:
Hi ***
Just want to confirm that you received this email
Package delivery is scheduled today according to UPS tracking
Please confirm receipt of this email
Thank you
***
Bravo Company USA, Inc.
***
***
From: *** *** Sent: Friday, February 28, 12:PMTo: ***Subject: RE: *** * *** ***
Hi ***
Thank you for contacting us to resolve your order issuesIn follow up to our phone conversation, on future orders to ensure your package is delivered promptly please include this statement in the order notes upon checkout of your order:
“The shipping address is a Personal Mailbox inside of a *** Store, please ship *** only”.
*** ***
*** *** *** **
*** *** *** ***
*** ** ***
The safe and secure delivery of your purchase is extremely important to us, and we want to make sure you do receive your package in a timely manner
The initial shipment of your order was processed through *** software, (*** Priority Mail) and the software did not recognize your entire shipping address When this happens, the *** software will modify the shipping address on the shipping label.
We do apologize for this issue which delayed the delivery of your order. We have reshipped your order, # *** *** Ground. We have included with your order some free BCM swag that we hope you will enjoy. Here is the tracking information
Tracking # ***
***
Please confirm receipt of the tracking number and if there is anything else we can do to assist you, feel free to contact me
Thank you for your continued support of BCM!
*** ***/Customer Service Manager
***
Bravo Company USA, Inc.
***
***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Mr. [redacted] ordered and was shipped a new SureFire P2X Fury Tactical Single-Output LED, which was sealed in the original manufacturer's packaging. Upon receipt, Mr. [redacted] emailed us showing a package that had been opened and asked if he was sent a "used" light. We informed Mr. [redacted] that he was...
shipped a new light, that we do not resell returned opened items and that it was not unheard of for the plastic clamshell that contained the light to open up during transit. The light the Mr. [redacted] ordered has a serrated bezel that can put too much stress on the simple thin plastic used on the original packaging. This is known to Surefire and some other customers that have experienced a similar event. Please refer to the attached pictures. As one can see, the serrated edged of the light clearly line up along the open edge of the plastic packaging, likely contributing to the failure of the packaging. Looking a little farther away from the open end, however, you can see that the package is somewhat form fitted to the body of the light. Because this is intact, it is easy to see that this light has never been out of package. Additionally, our order fulfillment operations are recorded at all times. Mr. [redacted] order was properly packaged and contained a brand new light with an unmolested package. This was a simple case of a product package opening during transit. Although unfortunate, it is hardly indicative of damage or unscrupulous dealings as the customer alleged. We offered a full refund of the product price and additional gave Mr. [redacted] a prepaid return shipping label. As stated in our terms and conditions, which Mr. [redacted] agreed to when he submitted his purchase, shipping charges are not refundable, return shipping is also not provided. As a courtesy, we issued Mr. [redacted] a prepaid label in order to expedite his refund. Mr. [redacted] emailed us after he received his credit and demanded the original shipping charge be refund, again levying allegations that he was the victim of some type of deceit. We explained our stated policy again and then offered Mr. [redacted] an in store credit for the amount of the original shipping charge. Mr. [redacted] responded with open displeasure and yet again, more allegations. Because credit card transactions are managed by a third party payment processor, in this case, authorize.net, we cannot make limitless modifications to a transaction. We can action a card once, and only once within our transaction interface. To credit a card a second time, in this case to apply the remaining $5.95 to Mr. [redacted] Card, we have to take additional and more time consuming action directly through the payment processor. We did indeed provide this $5.95 credit to Mr. [redacted] card, transaction ID [redacted]. Before we had the opportunity to contact Mr. [redacted] again and report our actions, we were notified of this Revdex.com complaint. Since this subject of this complaint and demanded resolution is now irrelevant, we ask that this complaint be treated as such. Mr. [redacted] has never been a customer of ours previously, and likely will not be in the future. We are entitled to a reasonable amount of time to investigate a situation and provide a solution. The first proposal of in store credit was rejected by Mr. [redacted]. We have credited his card in full, to include the original shipping charge, and did not impose a fee for return shipping. Mr. [redacted] is of no financial loss, and despite the understandable inconvenience of an unsatisfactory transaction, he has been properly and reasonably accommodated. Mr. [redacted] has continually levied baseless allegations and direct statements about the condition of the product he received. He has rejected our attempts at satisfaction and explanation of his observations. We have thoroughly investigated this situation, determined the product was indeed new and unused and reject any libelous statements in this complaint or other forums.
I am writing to let you know that soon after I submitted this complaint the business contacted me and offered to make good on their promise to refund me in...
full.
You may close this case and let the business know per their agreement that this is resolved.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and they have refunded the original shipping charges, resulting in a full credit as promise, so I am satisfied and this complaint in my opinion has been settled.
However I would like to note, that I have all the emails between Bravo Company USA and myself and not once did they allude to the fact that they intended to refund the shipping charges, quite the contrary. If the company had told me at any time during the back and forth emails that they would refund my shipping charges, especially since I asked pointedly in the second to last correspondence where I stated "Do you intend to refund my money, yes or no?", then I would not have submitted a complaint via the Revdex.com. I feel this was only resolved because of the Revdex.com involvement so I am much appreciated.
Again, as far as I am concerned, this matter is settled and closed. I won't be bothering or contacting Bravo Company USA in the future regarding this or any other business.
Regards,
[redacted]
We received a letter from the Revdex.com in regards to one of our customers. The customer is concerned about an attempted purchase...
they had made. We will gladly assist him with this as we indicated in our correspondence with him.
We received an order via USPS mail with a letter, and general money orders for the purchase of a product on our website. The money orders were over a year old and we could not validate if they were still active or valid. The envelope we received from the customer contained multiple addresses, but we returned the money orders, and a letter explaining that we do not accept orders in this fashion, to the return address on the envelope we received. A sample letter has been attached.
We are an E-commerce business that accepts orders placed through our website with credit card only. In very rare occasions, we have accepted and processed orders received via USPS mail, but payment must be made with a USPS Money Order only. No personal checks, Money Orders, etc. This information has also been passed on to our customer via mail, and email.
However, we have had customers that prefer not to use their Credit Card over the internet or needed to use a different means to pay, so this is what they have done:
Customers can purchase a Visa Gift Card/Debit Card from a local store (grocery, Walgreens, etc.) with cash or whatever means of payment the customer has available, and then use that Visa Card through our website to make the purchase. Customers can also use the Visa Card to purchase a Bravo Company Gift Certificate (found on our website) which is basically an In-Store credit and those dollars are saved within the account that customers setup through our website. The In-Store credit will then be applied toward future purchases with us.
We have found this process to be very helpful and beneficial to our customers. We have received many compliments to this process and information. We are always willing and happy to assist our valuable customers with their purchases.
If there is anything else we can do to assist this process, please do not hesitate to contact us.
Please confirm receipt of this email correspondence.
I made an online purchase from this company and needed to speak to them afterwards. I discovered that it apparently doesn't accept phone calls. All communications are by email or social media. I needed to speak with a live individual. I sent an email, and even though the company states that it will respond within 24 hours, they did not. I requested a phone call in my email. They never called.
In my opinion, this evidences a certain contempt for the customer. I won't do business with them again.
I have placed several orders with Bravo Company USA and have dealt with their shipping department and customer service departments a dozen times or more. They are always very helpful and I have never had an issue arrise that wasn't corrected quickly.
The customer was promptly assisted with his concern and the product returned to him in a very rapid manner. The Subject Matter Expert he desired to speak to was out of the office for two weeks due to family matters. While we do apologize for the delay, we did indeed turn around the upper...
As is evident, this is an exercise in futility. We produced a quality product, the customer received this quality product, however his supplied lower caused a conflict. The product was returned to us, inspected, verified compliant and then returned to the customer as received. The important fact is, "as received". It is quite unreasonable for a customer to punish a manufacturer in this way, especially when it is in no way our fault. The issue the customer experienced is purely because of his lower receiver, not our product. Nothing is stopping the customer from selling his product, however we are not going to send him a new retail package. Now, we have to contend with what will show as a negative Revdex.com report, even though we are not a Revdex.com member, and even though we have done nothing wrong, unethical, or otherwise nefarious.
We do not feel there is a resolution that can be satisfactory to this customer. Attached is the complete history of communications between our customer service department and the customer. Also included are screen shots of the administrative log on our website, the advertised product, our terms and conditions and return policies, all clearly printed on our website and agreed to by all customers by making a purchase. We provided exactly what is stated we will provide. We have honored every promise and offer posted, printed or otherwise advertised. Mr. [redacted] wished to receive the promotional offer of a bolt carrier group and charging handle for a discounted rate as advertised, which he did in fact receive. Mr. [redacted] later emailed and wanted to switch his order to a different model. To allow him to do so, we canceled out his original order so he could place a new order for the correct product. Mr. [redacted] asked about the promotion again, and was told that he can select the promotional option via the drop down menu on the website. Mr. [redacted] wanted an additional promotional package and referenced his previous order. Please note the product and website logs attached in the .pdf. The promotional item is only available when purchased with an upper receiver group. The promotional product cannot be added through a conventional manner, nor can it be added to the cart via the product catalog, or search engine internal or external. The website is hosted through Volusion Inc. and is managed wholly by their organization. No malfunctions, intrusions, defects or anything that could be considered a "glitch" have been logged. There is one way, and one way only, that enabled Mr. [redacted] to try adding a second bolt carrier group and charging handle to his order, would be to manually insert the product code into a URL. The product code cannot be entered into the search field or even the shopping cart. The product was added through a method called "direct URL". That means the actual html string was inserted into the browser which displayed the hidden listing, and could then be added to the cart, in complete circumvention of the system WITHOUT forcibly modifying the website (hacking) This was obviously an invalid purchase an upon initial processing of Mr. [redacted] original order, the system corrected the erroneous product selection and removed the second bolt carrier group from his cart. Customers may purchase one discounted bolt carrier group per upper receiver group. When we were notified of this correction, we investigated the occurrence and determined how it was done. We then inserted a manual modification to the product table that eliminated the loophole that was exploited in the original transaction. Soon after cancelling the order, Mr. [redacted] emailed (contained in the attachment) to complain about the lack of his ability to add a second packaged bolt carrier group. The server logs showed an attempt to perform the same direct URL method from IP Address 73.229.37.108
This address was also used to place the order. Per the evidence, and the customer's own statements, Mr. [redacted] wanted to receive something he was not entitled to. This is not an obligation of the merchant because the customer was able to exploit a loophole or anything that would merit a negative review or assessment via the Revdex.com. All of these facts have be previously stated and supported. Mr. [redacted] appears to have some personal interest in inflicting some type of negative effect on our organization. The matter is quite simple.
Is there a promotion offered with the purchase of an upper group? The answer is Yes
Did Mr. [redacted] receive the advertised promotion? The answer is Yes
Did Mr. [redacted] request a change to the product selection in his order? The answer is Yes.
Did Mr. [redacted] receive assistance in this issue? The answer is Yes
Was Mr. [redacted] free to reorder another product selection and receive the advertised promotion? The answer is again, Yes.
These are really the simple and plainly stated facts. Mr. [redacted] seems to not want to receive what is offered. If that is the case, he is free to choose another vendor. We only offer the products and promotions displayed on our website and advertised through direct marketing. There has been no dishonest business practice, no bait and switch, no lies, no misleading statements and no failure to honor any agreement posted or otherwise. In short, no transgression on our part has occurred and we will commit no further resources to a matter we consider frivolous and closed.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
From: [redacted] font-size: 12.8px; font-family: arial, sans-serif;">Date: Tue, Nov 24, 2015 at 10:06 AMSubject: Re: Your complaint has been receivedTo: [redacted]They have responded and addressed the issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do appreciate the assistance that Bravo Company USA provided in troubleshooting my troubles with the fitment of their buffer tube and my lower receiver and do agree that it could be a case of tolerance stacking. However, I packed the original merchandise in the original manufacturer's original package per RMA instructions and shipped it inside an additional box. I have no idea whether any of the boxes were damaged during transit, however, the original manufacturer packaging was not the sole shipping container and it was never communicated to me that the box was damaged in transit. Additionally, I never disputed their findings that my buffer tube was within specs since I do not have the tools to verify or dispute their conclusions. I do know that another BCM buffer tube I have threads onto the lower receiver without issue and have since replaced it with another company's buffer without issue as well.I did "demand" them return the retail packaging and will include my demand below:If the tube is within specs, can you please return the
retail box so that I can ebay the tube since the lower works fine with
other buffer tubes. Thank you.My original plan was to Ebay the buffer tube, however, after additional thought I decided that selling the buffer tube on Ebay could potentially result in a negative experienced for the bidder. I decided a better route would be to contact the retailer I bought it from and see if they would be willing to take it back. Bravo Company USA's response did not resolve my complaint because I disagree with some of the statements made in their response, particularly the statement that the box the merchandise was returned in was the sole shipping container. Lastly, included is a pdf document with my interactions with Bravo Company USA.
Regards,
[redacted]
Recently made my first purchase from them online. Someone during shipping/billing my computer must have had a huge brain fart and messed up the shipping address pretty bad! I contacted them and let them know, so they let me know right away after inquiring about the issue that they'd reship the item to the correct address with no extra charge to me! Super awesome and really fast responses via email!
Please review the attached communication history between our customer service staff and the complainant. This product was purchase from a merchant other than us, however we do honor the workmanship warranty on all of our products, regardless of where it was purchased. The concern was...
that this product, a BCM® milspec receiver extension, also referred to as a "buffer tube", was defective because of threading outside of designed specifications. We asked the customer some simple troubleshooting questions, most importantly was if the tube did not thread into the customer's lower receiver, and if the castle nut (secures the buffer tube to the lower receiver via threading matched to the lower) properly threaded on to the tube. The customer had admitted the castle nut did not have any issues installing on the tube, indicating that the fitment issue is not likely because of tube, but rather the customer's own lower receiver. Some suggestions were given and the offer to send in for inspection was extended, which the customer accepted. Upon inspection, it was confirmed that the customer's buffer tube was indeed made to the correct specifications and as advertised. By a matter of design and warranty, nothing was wrong or otherwise deficient with this product. It was promptly returned to the customer as received, but in a fresh box and packaged with care. The box that contained the returned merchandise was used as the sole shipping container and of course showed signs of transit wear. It would be discourteous to use the same shipping container when returning the product to the customer. An explanation of our findings was provided upon request. The customer refused to accept our report based solely on the fact that this singular product did not fit the particular lower receiver in his possession. Further rejected, was the possibility that our evaluation, conducted with precision instruments and verified expertise, was true and that the lower receiver in his possession was the source of the defect resulting in a fitment conflict.The customer demanded we send the "retail packaging" so that he could "eBay" the buffer tube. Because there was no problem with the buffer tube, no defect of any kind, and because we were not the selling merchant, we informed the customer that any return or accommodation would be as a result of his choice to do so, and must be directed at the selling merchant. Our position in the warranty process as the manufacturer, is to verify the product is made correctly to the advertised description and required standards. We clearly honored our obligation and did not charge the customer any fee for our time or return shipping, nor would we in a similar situation. We have always and will always back the integrity of the products we produce. Should an actual defect been discovered, it would have promptly been replaced.
Since the buffer tube is 100% compliant, the only logical cause for the fitment issue would be due to the condition of the lower receiver. The customer explained that while this buffer tube did not fit, he successfully fit several other buffer tubes claimed as milspec. While we have no reason to doubt the statements of the customer, we also cannot verify the statements since we did not inspect the lower or other buffer tubes. The issue affecting this buffer tube is likely within the threads of the lower receiver. While not something that would outright prevent the installation of a tube, it may possibly be enough of a variance from specification to cause a problem in some buffer tubes, but not others. Buffer tubes, like lower receivers and any other component, are made to a particular specification but have tolerances deemed acceptable within designed intent. For example, if the specification of a hypothetical product is 6" + or - .75", then a sampled product measuring anywhere between 5.25" and 6.75" would be considered "in spec". The term "tolerance stacking" refers to the situation where a given part, is below design spectrum, is paired with an interfacing part larger than the spectrum, if ever so slightly. This is of course true for the inverse example, and in any situation will cause a fitment issue as the tolerances are "stacked against one another". Even though this condition exists between these specific parts, pairing one of the components with another copy of the interfacing part may yield a positive fitment provide the variance on tolerance is more favorable compared to the last pairing.
While we cannot reasonably say that is absolutely the cause of this particular customer's issue, it is a logical hypothesis. It is also likely that a slight variance in the lower which is causing this issue, can be easily corrected.
We do sympathize with the customer's frustration, however we do not bear any liability or responsibility for the creation of this situation.
Please contact us with any additional questions,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI agree that the complaint will not be resolved as Bravo Company USA has stated that they will not return the original manufacturer packaging sent in as part of the RMA process per their RMA instructionsTheir responses included untrue statements, accusations that I intend to defraud people, and focuses on matters that are not the focus of the complaint which is the return of the original manufacturers packaging
Regards,
*** ***
Hello,
We confirm we received email correspondence with *** *** who stated and had pictures showing his handguard had suffered damageWe stated that we did not have any original KMR handguards available however, we would be more than happy to get his handguard back to our facility for
our inspection and replacement*** asked to have us ship the replacement handguard to him first and then he would ship the other handguard to usWe replied stating that warranty/courtesy replacement policies do not generally operate that way and restated that our offer was still valid to have him send us his upper receiver group to have the handguard professionally replaced, free of chargeWe were waiting for a response from ***, but had not received any emailUpon receiving the notification of a Revdex.com complaint we checked through our emails and did not see any response to our emailWe went through our spam filter and did find a responseOur offer to replace the handguard is still openWe simply need a good shipping address from *** *** and we will send him a prepaid shipping label to have his upper receiver group overnighted to us for replacement of the handguard and then we will overnight the upper receiver group back to him.Thank you
I think this company is an upstanding company that really goes above and beyond to help their customers outI've been trying to purchase an AR for my fiancée and had left a deposit to start the build and was given weeks to send remaining balanceI am however confined in hospital due to treatments and therapy that I am receiving for my illness and could not meet this time frame They have gone above and beyond and worked with me not once but three times in allowing me additional time to get this in and insuring me that I would not lose my deposit We all know how deposits usually work, they hold it till they get the balance or you lose it but not with BravoI am beyond grateful for everything they have done for me and would highly recommend this companyThey treat their customers like people vs just seeing dollarsOne of the best customer service experience I have recd in a long time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
We received a letter from the Revdex.com in regards to one of our
customers and we have resolved his original complaint/issues he was having receiving his package. Please see below
Please confirm receipt of this email and resolution of this case number
Thank you for your assistance in this matter
***
*** *** *** ***
***
***
From: *** *** *** Sent: Friday, March 07, 8:PMTo: *** ***Subject: Re: RE: *** : Order #***
Hi ***,
I received the package yesterday. Thank you. I will tell my credit card company to stop the dispute and pay for it
Regards,
*** ***
On Thursday, March 6, 12:PM, *** *** ***> wrote:
Hi ***
Just want to confirm that you received this email
Package delivery is scheduled today according to UPS tracking
Please confirm receipt of this email
Thank you
***
Bravo Company USA, Inc.
***
***
From: *** *** Sent: Friday, February 28, 12:PMTo: ***Subject: RE: *** * *** ***
Hi ***
Thank you for contacting us to resolve your order issuesIn follow up to our phone conversation, on future orders to ensure your package is delivered promptly please include this statement in the order notes upon checkout of your order:
“The shipping address is a Personal Mailbox inside of a *** Store, please ship *** only”.
*** ***
*** *** *** **
*** *** *** ***
*** ** ***
The safe and secure delivery of your purchase is extremely important to us, and we want to make sure you do receive your package in a timely manner
The initial shipment of your order was processed through *** software, (*** Priority Mail) and the software did not recognize your entire shipping address When this happens, the *** software will modify the shipping address on the shipping label.
We do apologize for this issue which delayed the delivery of your order. We have reshipped your order, # *** *** Ground. We have included with your order some free BCM swag that we hope you will enjoy. Here is the tracking information
Tracking # ***
***
Please confirm receipt of the tracking number and if there is anything else we can do to assist you, feel free to contact me
Thank you for your continued support of BCM!
*** ***/Customer Service Manager
***
Bravo Company USA, Inc.
***
***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
Mr. [redacted] ordered and was shipped a new SureFire P2X Fury Tactical Single-Output LED, which was sealed in the original manufacturer's packaging. Upon receipt, Mr. [redacted] emailed us showing a package that had been opened and asked if he was sent a "used" light. We informed Mr. [redacted] that he was...
shipped a new light, that we do not resell returned opened items and that it was not unheard of for the plastic clamshell that contained the light to open up during transit. The light the Mr. [redacted] ordered has a serrated bezel that can put too much stress on the simple thin plastic used on the original packaging. This is known to Surefire and some other customers that have experienced a similar event. Please refer to the attached pictures. As one can see, the serrated edged of the light clearly line up along the open edge of the plastic packaging, likely contributing to the failure of the packaging. Looking a little farther away from the open end, however, you can see that the package is somewhat form fitted to the body of the light. Because this is intact, it is easy to see that this light has never been out of package. Additionally, our order fulfillment operations are recorded at all times. Mr. [redacted] order was properly packaged and contained a brand new light with an unmolested package. This was a simple case of a product package opening during transit. Although unfortunate, it is hardly indicative of damage or unscrupulous dealings as the customer alleged. We offered a full refund of the product price and additional gave Mr. [redacted] a prepaid return shipping label. As stated in our terms and conditions, which Mr. [redacted] agreed to when he submitted his purchase, shipping charges are not refundable, return shipping is also not provided. As a courtesy, we issued Mr. [redacted] a prepaid label in order to expedite his refund. Mr. [redacted] emailed us after he received his credit and demanded the original shipping charge be refund, again levying allegations that he was the victim of some type of deceit. We explained our stated policy again and then offered Mr. [redacted] an in store credit for the amount of the original shipping charge. Mr. [redacted] responded with open displeasure and yet again, more allegations. Because credit card transactions are managed by a third party payment processor, in this case, authorize.net, we cannot make limitless modifications to a transaction. We can action a card once, and only once within our transaction interface. To credit a card a second time, in this case to apply the remaining $5.95 to Mr. [redacted] Card, we have to take additional and more time consuming action directly through the payment processor. We did indeed provide this $5.95 credit to Mr. [redacted] card, transaction ID [redacted]. Before we had the opportunity to contact Mr. [redacted] again and report our actions, we were notified of this Revdex.com complaint. Since this subject of this complaint and demanded resolution is now irrelevant, we ask that this complaint be treated as such. Mr. [redacted] has never been a customer of ours previously, and likely will not be in the future. We are entitled to a reasonable amount of time to investigate a situation and provide a solution. The first proposal of in store credit was rejected by Mr. [redacted]. We have credited his card in full, to include the original shipping charge, and did not impose a fee for return shipping. Mr. [redacted] is of no financial loss, and despite the understandable inconvenience of an unsatisfactory transaction, he has been properly and reasonably accommodated. Mr. [redacted] has continually levied baseless allegations and direct statements about the condition of the product he received. He has rejected our attempts at satisfaction and explanation of his observations. We have thoroughly investigated this situation, determined the product was indeed new and unused and reject any libelous statements in this complaint or other forums.
I am writing to let you know that soon after I submitted this complaint the business contacted me and offered to make good on their promise to refund me in...
full.
You may close this case and let the business know per their agreement that this is resolved.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and they have refunded the original shipping charges, resulting in a full credit as promise, so I am satisfied and this complaint in my opinion has been settled.
However I would like to note, that I have all the emails between Bravo Company USA and myself and not once did they allude to the fact that they intended to refund the shipping charges, quite the contrary. If the company had told me at any time during the back and forth emails that they would refund my shipping charges, especially since I asked pointedly in the second to last correspondence where I stated "Do you intend to refund my money, yes or no?", then I would not have submitted a complaint via the Revdex.com. I feel this was only resolved because of the Revdex.com involvement so I am much appreciated.
Again, as far as I am concerned, this matter is settled and closed. I won't be bothering or contacting Bravo Company USA in the future regarding this or any other business.
Regards,
[redacted]
We received a letter from the Revdex.com in regards to one of our customers. The customer is concerned about an attempted purchase...
they had made. We will gladly assist him with this as we indicated in our correspondence with him.
We received an order via USPS mail with a letter, and general money orders for the purchase of a product on our website. The money orders were over a year old and we could not validate if they were still active or valid. The envelope we received from the customer contained multiple addresses, but we returned the money orders, and a letter explaining that we do not accept orders in this fashion, to the return address on the envelope we received. A sample letter has been attached.
We are an E-commerce business that accepts orders placed through our website with credit card only. In very rare occasions, we have accepted and processed orders received via USPS mail, but payment must be made with a USPS Money Order only. No personal checks, Money Orders, etc. This information has also been passed on to our customer via mail, and email.
However, we have had customers that prefer not to use their Credit Card over the internet or needed to use a different means to pay, so this is what they have done:
Customers can purchase a Visa Gift Card/Debit Card from a local store (grocery, Walgreens, etc.) with cash or whatever means of payment the customer has available, and then use that Visa Card through our website to make the purchase. Customers can also use the Visa Card to purchase a Bravo Company Gift Certificate (found on our website) which is basically an In-Store credit and those dollars are saved within the account that customers setup through our website. The In-Store credit will then be applied toward future purchases with us.
We have found this process to be very helpful and beneficial to our customers. We have received many compliments to this process and information. We are always willing and happy to assist our valuable customers with their purchases.
If there is anything else we can do to assist this process, please do not hesitate to contact us.
Please confirm receipt of this email correspondence.
Thank you.
[redacted]Customer Service Manager
[redacted]
[redacted]
[redacted]
[redacted]
I made an online purchase from this company and needed to speak to them afterwards. I discovered that it apparently doesn't accept phone calls. All communications are by email or social media. I needed to speak with a live individual. I sent an email, and even though the company states that it will respond within 24 hours, they did not. I requested a phone call in my email. They never called.
In my opinion, this evidences a certain contempt for the customer. I won't do business with them again.
I have placed several orders with Bravo Company USA and have dealt with their shipping department and customer service departments a dozen times or more. They are always very helpful and I have never had an issue arrise that wasn't corrected quickly.
The customer was promptly assisted with his concern and the product returned to him in a very rapid manner. The Subject Matter Expert he desired to speak to was out of the office for two weeks due to family matters. While we do apologize for the delay, we did indeed turn around the upper...
concern with exceptional speed.
As is evident, this is an exercise in futility. We produced a quality product, the customer received this quality product, however his supplied lower caused a conflict. The product was returned to us, inspected, verified compliant and then returned to the customer as received. The important fact is, "as received". It is quite unreasonable for a customer to punish a manufacturer in this way, especially when it is in no way our fault. The issue the customer experienced is purely because of his lower receiver, not our product. Nothing is stopping the customer from selling his product, however we are not going to send him a new retail package. Now, we have to contend with what will show as a negative Revdex.com report, even though we are not a Revdex.com member, and even though we have done nothing wrong, unethical, or otherwise nefarious.
We do not feel there is a resolution that can be satisfactory to this customer. Attached is the complete history of communications between our customer service department and the customer. Also included are screen shots of the administrative log on our website, the advertised product, our terms and conditions and return policies, all clearly printed on our website and agreed to by all customers by making a purchase. We provided exactly what is stated we will provide. We have honored every promise and offer posted, printed or otherwise advertised. Mr. [redacted] wished to receive the promotional offer of a bolt carrier group and charging handle for a discounted rate as advertised, which he did in fact receive. Mr. [redacted] later emailed and wanted to switch his order to a different model. To allow him to do so, we canceled out his original order so he could place a new order for the correct product. Mr. [redacted] asked about the promotion again, and was told that he can select the promotional option via the drop down menu on the website. Mr. [redacted] wanted an additional promotional package and referenced his previous order. Please note the product and website logs attached in the .pdf. The promotional item is only available when purchased with an upper receiver group. The promotional product cannot be added through a conventional manner, nor can it be added to the cart via the product catalog, or search engine internal or external. The website is hosted through Volusion Inc. and is managed wholly by their organization. No malfunctions, intrusions, defects or anything that could be considered a "glitch" have been logged. There is one way, and one way only, that enabled Mr. [redacted] to try adding a second bolt carrier group and charging handle to his order, would be to manually insert the product code into a URL. The product code cannot be entered into the search field or even the shopping cart. The product was added through a method called "direct URL". That means the actual html string was inserted into the browser which displayed the hidden listing, and could then be added to the cart, in complete circumvention of the system WITHOUT forcibly modifying the website (hacking) This was obviously an invalid purchase an upon initial processing of Mr. [redacted] original order, the system corrected the erroneous product selection and removed the second bolt carrier group from his cart. Customers may purchase one discounted bolt carrier group per upper receiver group. When we were notified of this correction, we investigated the occurrence and determined how it was done. We then inserted a manual modification to the product table that eliminated the loophole that was exploited in the original transaction. Soon after cancelling the order, Mr. [redacted] emailed (contained in the attachment) to complain about the lack of his ability to add a second packaged bolt carrier group. The server logs showed an attempt to perform the same direct URL method from IP Address 73.229.37.108
This address was also used to place the order. Per the evidence, and the customer's own statements, Mr. [redacted] wanted to receive something he was not entitled to. This is not an obligation of the merchant because the customer was able to exploit a loophole or anything that would merit a negative review or assessment via the Revdex.com. All of these facts have be previously stated and supported. Mr. [redacted] appears to have some personal interest in inflicting some type of negative effect on our organization. The matter is quite simple.
Is there a promotion offered with the purchase of an upper group? The answer is Yes
Did Mr. [redacted] receive the advertised promotion? The answer is Yes
Did Mr. [redacted] request a change to the product selection in his order? The answer is Yes.
Did Mr. [redacted] receive assistance in this issue? The answer is Yes
Was Mr. [redacted] free to reorder another product selection and receive the advertised promotion? The answer is again, Yes.
These are really the simple and plainly stated facts. Mr. [redacted] seems to not want to receive what is offered. If that is the case, he is free to choose another vendor. We only offer the products and promotions displayed on our website and advertised through direct marketing. There has been no dishonest business practice, no bait and switch, no lies, no misleading statements and no failure to honor any agreement posted or otherwise. In short, no transgression on our part has occurred and we will commit no further resources to a matter we consider frivolous and closed.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
[redacted]
From: [redacted] font-size: 12.8px; font-family: arial, sans-serif;">Date: Tue, Nov 24, 2015 at 10:06 AMSubject: Re: Your complaint has been receivedTo: [redacted]They have responded and addressed the issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do appreciate the assistance that Bravo Company USA provided in troubleshooting my troubles with the fitment of their buffer tube and my lower receiver and do agree that it could be a case of tolerance stacking. However, I packed the original merchandise in the original manufacturer's original package per RMA instructions and shipped it inside an additional box. I have no idea whether any of the boxes were damaged during transit, however, the original manufacturer packaging was not the sole shipping container and it was never communicated to me that the box was damaged in transit. Additionally, I never disputed their findings that my buffer tube was within specs since I do not have the tools to verify or dispute their conclusions. I do know that another BCM buffer tube I have threads onto the lower receiver without issue and have since replaced it with another company's buffer without issue as well.I did "demand" them return the retail packaging and will include my demand below:If the tube is within specs, can you please return the
retail box so that I can ebay the tube since the lower works fine with
other buffer tubes. Thank you.My original plan was to Ebay the buffer tube, however, after additional thought I decided that selling the buffer tube on Ebay could potentially result in a negative experienced for the bidder. I decided a better route would be to contact the retailer I bought it from and see if they would be willing to take it back. Bravo Company USA's response did not resolve my complaint because I disagree with some of the statements made in their response, particularly the statement that the box the merchandise was returned in was the sole shipping container. Lastly, included is a pdf document with my interactions with Bravo Company USA.
Regards,
[redacted]
Recently made my first purchase from them online. Someone during shipping/billing my computer must have had a huge brain fart and messed up the shipping address pretty bad! I contacted them and let them know, so they let me know right away after inquiring about the issue that they'd reship the item to the correct address with no extra charge to me! Super awesome and really fast responses via email!
Please review the attached communication history between our customer service staff and the complainant. This product was purchase from a merchant other than us, however we do honor the workmanship warranty on all of our products, regardless of where it was purchased. The concern was...
that this product, a BCM® milspec receiver extension, also referred to as a "buffer tube", was defective because of threading outside of designed specifications. We asked the customer some simple troubleshooting questions, most importantly was if the tube did not thread into the customer's lower receiver, and if the castle nut (secures the buffer tube to the lower receiver via threading matched to the lower) properly threaded on to the tube. The customer had admitted the castle nut did not have any issues installing on the tube, indicating that the fitment issue is not likely because of tube, but rather the customer's own lower receiver. Some suggestions were given and the offer to send in for inspection was extended, which the customer accepted. Upon inspection, it was confirmed that the customer's buffer tube was indeed made to the correct specifications and as advertised. By a matter of design and warranty, nothing was wrong or otherwise deficient with this product. It was promptly returned to the customer as received, but in a fresh box and packaged with care. The box that contained the returned merchandise was used as the sole shipping container and of course showed signs of transit wear. It would be discourteous to use the same shipping container when returning the product to the customer. An explanation of our findings was provided upon request. The customer refused to accept our report based solely on the fact that this singular product did not fit the particular lower receiver in his possession. Further rejected, was the possibility that our evaluation, conducted with precision instruments and verified expertise, was true and that the lower receiver in his possession was the source of the defect resulting in a fitment conflict.The customer demanded we send the "retail packaging" so that he could "eBay" the buffer tube. Because there was no problem with the buffer tube, no defect of any kind, and because we were not the selling merchant, we informed the customer that any return or accommodation would be as a result of his choice to do so, and must be directed at the selling merchant. Our position in the warranty process as the manufacturer, is to verify the product is made correctly to the advertised description and required standards. We clearly honored our obligation and did not charge the customer any fee for our time or return shipping, nor would we in a similar situation. We have always and will always back the integrity of the products we produce. Should an actual defect been discovered, it would have promptly been replaced.
Since the buffer tube is 100% compliant, the only logical cause for the fitment issue would be due to the condition of the lower receiver. The customer explained that while this buffer tube did not fit, he successfully fit several other buffer tubes claimed as milspec. While we have no reason to doubt the statements of the customer, we also cannot verify the statements since we did not inspect the lower or other buffer tubes. The issue affecting this buffer tube is likely within the threads of the lower receiver. While not something that would outright prevent the installation of a tube, it may possibly be enough of a variance from specification to cause a problem in some buffer tubes, but not others. Buffer tubes, like lower receivers and any other component, are made to a particular specification but have tolerances deemed acceptable within designed intent. For example, if the specification of a hypothetical product is 6" + or - .75", then a sampled product measuring anywhere between 5.25" and 6.75" would be considered "in spec". The term "tolerance stacking" refers to the situation where a given part, is below design spectrum, is paired with an interfacing part larger than the spectrum, if ever so slightly. This is of course true for the inverse example, and in any situation will cause a fitment issue as the tolerances are "stacked against one another". Even though this condition exists between these specific parts, pairing one of the components with another copy of the interfacing part may yield a positive fitment provide the variance on tolerance is more favorable compared to the last pairing.
While we cannot reasonably say that is absolutely the cause of this particular customer's issue, it is a logical hypothesis. It is also likely that a slight variance in the lower which is causing this issue, can be easily corrected.
We do sympathize with the customer's frustration, however we do not bear any liability or responsibility for the creation of this situation.
Please contact us with any additional questions,