Tracking number was provided today and we upgraded shipping to overnight Saturday at no additional charge Due to unforeseen circumstances, we had a smash and grab robbery at the store, all shipments were delayed while we got things back in order On 8/I provided an update via email to the customer stating we'd have his order shipped and in his hands the following week Customer replied to my email on 8/confirming he received my message and to thank me for the update and for the free boxes of ammo I offered to provide at NO charge as a good faith gesture because of the delay Also, I stated to customer he'd receive $back as a good faith gesture as well because of the delays On 9/I received another email from the customer requesting that I send the ammo to a different address with instructions on what to write on the outside of the box so his local post office will hold the package so he could pick the shipment up in person at his local [redacted] center On 9/the customer sent me another email requesting that we provide him the tracking number when his item ships I responded saying we would definitely provide that to him and his local dealer
Verified with credit processing company refund we submitted and received Customer is going to be credited to his card...takes a couple days from time of return of funds submitted until it appears on the customers card Refund was submitted and will be posted Attached a copy of the return receipt for documentation If customer wishes he can call me at the store tomorrow at [redacted] and I'll get what is needed to close the issue
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, I still have not heard from them
RevDex.com: This letter is to inform you that Cypress Armory has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/3/2014 5:27:12 PM and assigned ID [redacted] . Regards, **
As mentioned in the complaint, we did source a replacement rifle thru distribution and we will have the firearm to the customer before the deadline. We source product thru distribution primarily, rather than purchase directly from manufacturers. In retrospect I should have contacted the... manufacturer after my supply chain stated the rifle was back-ordered and this is a lesson learned. But we did source the replacement and have acted in good faith with the customer's best interest in mind. Also worth mentioning, manufacturers in this industry may state they ship X amount of rifles out a month, but how dealers such as myself get access to those is a different story altogether. Dealer size, purchase volumes and other factors are in play that distributors use to allocate "high demand"/"popular" firearms to their dealers. Some distributors might not even receive any of the firearms a manufacturer has shipped out. In this case, I placed back-orders with my primary distributors to ensure I secured this rifle. In the future, we'll be sure to reach out to manufacturers when these situations arise. In retrospect its an obvious approach to resolve these issues and as I stated its a lesson learned. Regarding issues with Gunbroker, we swallowed more than we could chew. Demand and purchases exceeded the volumes we could handle with the available personel on staff. We recognized shipping issues and updated internal process' to address inventory management. Our business grew by 63% from 2012 to 2013 and as the business owner I take responsibility for not investing in systems and human resources quick enough to handle the volumes we're seeing. Because of these issues, we've stopped our Gunbroker listings indefinitely until I'm 100% confident we can handle the volumes. I take customer service very seriously and anytime situations like these arise I look at them as a learning experience. In this case, I overlooked the obvious to partner with the manufacturer to resolve customer issues in regards to product and could have done a better job explaining. But I want to be very clear that I have acted in good faith with the customers best interest in mind even if resolution took longer because of how I approached the situation. I've not used any delay tactics regardless of the perception here and I've called and emailed the customer to discuss this situation and to make things right. I intend to fill the order unless I hear otherwise.
[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 ***, and find that this resolution would be satisfactory to me
Refund was issued on 9/5. Takes a couple days for the credit card processor for funds to appear on the customer's card. Delay was due to smash and grab robbery and store being closed while we got back up and running
Verified with credit processing company refund we submitted and...
received. Customer is going to be credited to his card...takes a couple days from time of return of funds submitted until it appears on the customers card. Refund was submitted and will be posted. Attached a copy of the return receipt for documentation.
If customer wishes he can call me at the store tomorrow at [redacted] and I'll get what is needed to close the issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. [Provide...
details of why you are not satisfied with this resolution.]
Regards,
I still have not heard from them.
Revdex.com:
This letter is to inform you that Cypress Armory has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/3/2014 5:27:12 PM and assigned ID [redacted].
Regards, **
As mentioned in the complaint, we did source a replacement rifle thru distribution and we will have the firearm to the customer before the deadline. We source product thru distribution primarily, rather than purchase directly from manufacturers. In retrospect I should have contacted the...
manufacturer after my supply chain stated the rifle was back-ordered and this is a lesson learned. But we did source the replacement and have acted in good faith with the customer's best interest in mind. Also worth mentioning, manufacturers in this industry may state they ship X amount of rifles out a month, but how dealers such as myself get access to those is a different story altogether. Dealer size, purchase volumes and other factors are in play that distributors use to allocate "high demand"/"popular" firearms to their dealers. Some distributors might not even receive any of the firearms a manufacturer has shipped out. In this case, I placed back-orders with my primary distributors to ensure I secured this rifle. In the future, we'll be sure to reach out to manufacturers when these situations arise. In retrospect its an obvious approach to resolve these issues and as I stated its a lesson learned.
Regarding issues with Gunbroker, we swallowed more than we could chew. Demand and purchases exceeded the volumes we could handle with the available personel on staff. We recognized shipping issues and updated internal process' to address inventory management. Our business grew by 63% from 2012 to 2013 and as the business owner I take responsibility for not investing in systems and human resources quick enough to handle the volumes we're seeing. Because of these issues, we've stopped our Gunbroker listings indefinitely until I'm 100% confident we can handle the volumes.
I take customer service very seriously and anytime situations like these arise I look at them as a learning experience. In this case, I overlooked the obvious to partner with the manufacturer to resolve customer issues in regards to product and could have done a better job explaining. But I want to be very clear that I have acted in good faith with the customers best interest in mind even if resolution took longer because of how I approached the situation. I've not used any delay tactics regardless of the perception here and I've called and emailed the customer to discuss this situation and to make things right. I intend to fill the order unless I hear otherwise.
Tracking number was provided today and we upgraded shipping to overnight Saturday at no additional charge.
Due to unforeseen circumstances, we had a smash and grab robbery at the store, all shipments were delayed while we got things back in order.
On 8/29 I provided an...
update via email to the customer stating we'd have his order shipped and in his hands the following week. Customer replied to my email on 8/29 confirming he received my message and to thank me for the update and for the free boxes of ammo I offered to provide at NO charge as a good faith gesture because of the delay. Also, I stated to customer he'd receive $50 back as a good faith gesture as well because of the delays.
On 9/2 I received another email from the customer requesting that I send the ammo to a different address with instructions on what to write on the outside of the box so his local post office will hold the package so he could pick the shipment up in person at his local [redacted] center. On 9/2 the customer sent me another email requesting that we provide him the tracking number when his item ships. I responded saying we would definitely provide that to him and his local dealer.
Refund to credit card was issued on 10/1/2014 at 11:45pm. Customer received receipt on 10/2 and confirmed receipt via email. Customer acknowledged refund to credit card is not instantaneous. I offered the customer additional methods to receive his refund if funds were needed in 24 hours. We offered direct wire transfer or secured funds in the form of cashiers check sent overnight. Customer opted for the refund to be issued to his credit card. I contacted our credit card processor to ask to expedite and they confirmed they received the refund and stated it will appear on the customer's card during the normal batch process.
Tracking number was provided today and we upgraded shipping to overnight Saturday at no additional charge Due to unforeseen circumstances, we had a smash and grab robbery at the store, all shipments were delayed while we got things back in order On 8/I provided an update via email to the customer stating we'd have his order shipped and in his hands the following week Customer replied to my email on 8/confirming he received my message and to thank me for the update and for the free boxes of ammo I offered to provide at NO charge as a good faith gesture because of the delay Also, I stated to customer he'd receive $back as a good faith gesture as well because of the delays On 9/I received another email from the customer requesting that I send the ammo to a different address with instructions on what to write on the outside of the box so his local post office will hold the package so he could pick the shipment up in person at his local [redacted] center On 9/the customer sent me another email requesting that we provide him the tracking number when his item ships I responded saying we would definitely provide that to him and his local dealer
Verified with credit processing company refund we submitted and received Customer is going to be credited to his card...takes a couple days from time of return of funds submitted until it appears on the customers card Refund was submitted and will be posted Attached a copy of the return receipt for documentation If customer wishes he can call me at the store tomorrow at [redacted] and I'll get what is needed to close the issue
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, I still have not heard from them
RevDex.com: This letter is to inform you that Cypress Armory has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/3/2014 5:27:12 PM and assigned ID [redacted] . Regards, **
As mentioned in the complaint, we did source a replacement rifle thru distribution and we will have the firearm to the customer before the deadline. We source product thru distribution primarily, rather than purchase directly from manufacturers. In retrospect I should have contacted the... manufacturer after my supply chain stated the rifle was back-ordered and this is a lesson learned. But we did source the replacement and have acted in good faith with the customer's best interest in mind. Also worth mentioning, manufacturers in this industry may state they ship X amount of rifles out a month, but how dealers such as myself get access to those is a different story altogether. Dealer size, purchase volumes and other factors are in play that distributors use to allocate "high demand"/"popular" firearms to their dealers. Some distributors might not even receive any of the firearms a manufacturer has shipped out. In this case, I placed back-orders with my primary distributors to ensure I secured this rifle. In the future, we'll be sure to reach out to manufacturers when these situations arise. In retrospect its an obvious approach to resolve these issues and as I stated its a lesson learned. Regarding issues with Gunbroker, we swallowed more than we could chew. Demand and purchases exceeded the volumes we could handle with the available personel on staff. We recognized shipping issues and updated internal process' to address inventory management. Our business grew by 63% from 2012 to 2013 and as the business owner I take responsibility for not investing in systems and human resources quick enough to handle the volumes we're seeing. Because of these issues, we've stopped our Gunbroker listings indefinitely until I'm 100% confident we can handle the volumes. I take customer service very seriously and anytime situations like these arise I look at them as a learning experience. In this case, I overlooked the obvious to partner with the manufacturer to resolve customer issues in regards to product and could have done a better job explaining. But I want to be very clear that I have acted in good faith with the customers best interest in mind even if resolution took longer because of how I approached the situation. I've not used any delay tactics regardless of the perception here and I've called and emailed the customer to discuss this situation and to make things right. I intend to fill the order unless I hear otherwise.
[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 ***, and find that this resolution would be satisfactory to me
I have reviewed the response made by the business in reference to complaint ID ***
Case closed
Refund received
Thank you
Refund was issued on 9/5. Takes a couple days for the credit card processor for funds to appear on the customer's card. Delay was due to smash and grab robbery and store being closed while we got back up and running
Verified with credit processing company refund we submitted and...
received. Customer is going to be credited to his card...takes a couple days from time of return of funds submitted until it appears on the customers card. Refund was submitted and will be posted. Attached a copy of the return receipt for documentation.
If customer wishes he can call me at the store tomorrow at [redacted] and I'll get what is needed to close the issue.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. [Provide...
details of why you are not satisfied with this resolution.]
Regards,
I still have not heard from them.
Revdex.com:
This letter is to inform you that Cypress Armory has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/3/2014 5:27:12 PM and assigned ID [redacted].
Regards, **
As mentioned in the complaint, we did source a replacement rifle thru distribution and we will have the firearm to the customer before the deadline. We source product thru distribution primarily, rather than purchase directly from manufacturers. In retrospect I should have contacted the...
manufacturer after my supply chain stated the rifle was back-ordered and this is a lesson learned. But we did source the replacement and have acted in good faith with the customer's best interest in mind. Also worth mentioning, manufacturers in this industry may state they ship X amount of rifles out a month, but how dealers such as myself get access to those is a different story altogether. Dealer size, purchase volumes and other factors are in play that distributors use to allocate "high demand"/"popular" firearms to their dealers. Some distributors might not even receive any of the firearms a manufacturer has shipped out. In this case, I placed back-orders with my primary distributors to ensure I secured this rifle. In the future, we'll be sure to reach out to manufacturers when these situations arise. In retrospect its an obvious approach to resolve these issues and as I stated its a lesson learned.
Regarding issues with Gunbroker, we swallowed more than we could chew. Demand and purchases exceeded the volumes we could handle with the available personel on staff. We recognized shipping issues and updated internal process' to address inventory management. Our business grew by 63% from 2012 to 2013 and as the business owner I take responsibility for not investing in systems and human resources quick enough to handle the volumes we're seeing. Because of these issues, we've stopped our Gunbroker listings indefinitely until I'm 100% confident we can handle the volumes.
I take customer service very seriously and anytime situations like these arise I look at them as a learning experience. In this case, I overlooked the obvious to partner with the manufacturer to resolve customer issues in regards to product and could have done a better job explaining. But I want to be very clear that I have acted in good faith with the customers best interest in mind even if resolution took longer because of how I approached the situation. I've not used any delay tactics regardless of the perception here and I've called and emailed the customer to discuss this situation and to make things right. I intend to fill the order unless I hear otherwise.
Tracking number was provided today and we upgraded shipping to overnight Saturday at no additional charge.
Due to unforeseen circumstances, we had a smash and grab robbery at the store, all shipments were delayed while we got things back in order.
On 8/29 I provided an...
update via email to the customer stating we'd have his order shipped and in his hands the following week. Customer replied to my email on 8/29 confirming he received my message and to thank me for the update and for the free boxes of ammo I offered to provide at NO charge as a good faith gesture because of the delay. Also, I stated to customer he'd receive $50 back as a good faith gesture as well because of the delays.
On 9/2 I received another email from the customer requesting that I send the ammo to a different address with instructions on what to write on the outside of the box so his local post office will hold the package so he could pick the shipment up in person at his local [redacted] center. On 9/2 the customer sent me another email requesting that we provide him the tracking number when his item ships. I responded saying we would definitely provide that to him and his local dealer.
Refund to credit card was issued on 10/1/2014 at 11:45pm. Customer received receipt on 10/2 and confirmed receipt via email. Customer acknowledged refund to credit card is not instantaneous. I offered the customer additional methods to receive his refund if funds were needed in 24 hours. We offered direct wire transfer or secured funds in the form of cashiers check sent overnight. Customer opted for the refund to be issued to his credit card. I contacted our credit card processor to ask to expedite and they confirmed they received the refund and stated it will appear on the customer's card during the normal batch process.