Cockpit USA

Please be aware that the package was returned to us and a refund issued on March *** The customer is correct that UPS for some reason held on to the package even after we advised we would take it backIt took a while as all these matters do but there should not be any issue at the
momentWe also want to state that it is stated very clearly on our website that duties and taxes in a foreign country are not covered in the prices quoted so his refusal to pay the duties and taxes to import the merchandise were not our responsibilityHe may not see the actual refund for another day or so since credit card companies take three business days to process refundsAgain we have nothing to do with this and the money is out of our account from the day we issued the refund.best regards*** ***

Dear Sir or Madam,We received your letter dated May *, regarding a complaint submitted
by *** *** *** Please note that we have been in constant contact with *** *** *** and did our very best to solve the issue in the customer’s best interest On March **, we received an order from *** *** *** for an A-jacket and a Lakanooki Crew TeeThe order was processed immediately and the merchandise was shipped the next day via the *** *** *** *** On March **, the customer notified us that he had still not received the packageOur customer service representative responded to the customer’s e-mail immediately and after assessing all options we filed a tracer with *** (case # ***)We were told that the investigation could take up to a month*** *** *** was informed about the procedure via e-mail on April *, We kept calling *** almost every day and kept in touch with the customer and responded to all his e-mails as quickly as possible and addressed all his concernsOriginally, he had requested we reship the order as soon as *** confirmed the lossOn April **, we had not yet received paperwork from *** about the outcome of the investigation, we advised the customer we could reship the order on May *, 2016. He responded over that week-end that due to family pressures, he now wanted a full refundWe issued the refund for $on May *, and notified the customer who acknowledged receipt We assure that we did the best we could to protect the customer’s rights and made sure to utilize all available sources to locate the missing packageThe customer was informed about the process at all times We do not understand why the customer would have sent a complaint and find it incorrect on his part Sincerely, Jacky C*** Member CPT USA LLC DBA Cockpit USA

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 and the matter has been resolved
Sincerely,
*** ***

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 and the matter has been resolved.
Sincerely,
[redacted]

At this time, I have been contacted directly by Cockpit USA regarding complaint ID [redacted], however my complaint has NOT been resolved I'm still waiting for the refund or reseeding my order.

Review: Sir or Madame, On two separate occasions I attempted to buy products online from Cockpit USA, a New York City-based company. I used their website to check the sizes, and availiability of aircraft-themed t-shirts, which actually look quite nice. I would gladly buy them. The first time I placed an order, AFTER checking Cockpit USA's own website "Availability: in-stock" listing, I was informed that one of the shirts was not in fact available. This was, however, after seven days of waiting. I wondered what happened to the order as I received no status updates from Cockpit. On the eighth day, [redacted] sent me an update, telling me the order had been cancelled, possibly by him. He invited me to reorder, if I wished.

I did so wish and checked Cockpit's website again, carefully looking at their own availability information. The two shirts I ordered were listed as "in-stock." So, I placed the order. Quickly, I received an e-mail from [redacted] about his being unable to ship to me a shirt that was unavailable. I replied, saying that we would-be customers must rely on information provided by the company. Clearly, someone on their side has failed to simply update product availability. So, after two weeks or so, and two attempts to place two different orders, I have been completely unable to either place an order or to give them my money, much less to ever receive the desired products.

My point is that the good people at Cockpit have actually made dealing with them difficult, if not downright impossible. What sort of company does not update its stock, or the availability of that stock? The whole experience has been a complete waste of time and effort. I will notify my family and friends (many of whom are in the [redacted]) to stay far away from this particular unprofessional and unpleasant company. I suspect that other would-be customers have fallen afoul of the "We don't care about you" attitude of the Cockpit people.Desired Settlement: Would you be kind enough to contact Cockpit and/or [redacted] and ask them to:

1. make sure the availability information they themselves post online is correct and

3. if such information online is not correct, to update/correct it immediately?

Thank you very much. I am sure you are very busy, but Cockpit is definitely lacking in the Customer Service Area.

Best wishes, [redacted]

Business

Response:

We apologize profusely and understand the frustration of the customer in trying to purchase a t-shirt from Cockpit USA. We have recently changed our website and there have been some issues with the inventory information being downloaded to permit customers to place orders. Some items are constantly being reordered and some are "one shot" products but the process has not been working as I had hoped. I would be glad to send a free t-shirt to the customer as our way of showing that we care and are working to resolve any problems such as he experienced. Threatening to bad mouth us when we have always been very receptive to customer input in the 38 years we have been in business is not correct. Many thanks. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I wish to add that I do appreciate [redacted] profound apology. The apology, and my acceptance, are merely good manners.

However, I also wish to add that I do not appreciate [redacted] snide remarks about my possibly "threatening to bad mouth us." She mentioned, if I may paraphrase, thirty-eight years of excellent service to customers with essentially no problems. Yet this is simply not true, as evidenced by my recent two unsuccessful attempts to order products. I am a former [redacted] in the United States Marines. One of my jobs was to serve as Stock Control Officer. So, I certainly do understand about how to control, and post information updates about, stock. It isn't really that difficult, if one knows what one is doing. Finally, my thoughts were to watch out for the best interests of my fellow officers and enlisted Marines and Navy personnel. That is what professional people, and friends, do. This sentiment might not be shared by the good people at CockpitUSA. As for the t-shirt offer, many thanks, but please donate the equivalent cash to a verified charity, such as [redacted], or [redacted]. Many thanks to the members of the Revdex.com for their attention to this matter.