D and D Paintball

Review: My wife went to the store on 12/13/12. She asked if they had a particular paintball gun. The employee said "No, but you can get this gun and modify it". She declined that idea, he tried to talk her into it, but she refused. My wife ordered the new paintball gun. It came in on 12/18/12. When my wife got to the store, the store employee set the box on the counter. He then opened the box and removed the gun. He put a paintball in it and tested it. It had problems so proceeded to dismantle the brand new gun. He replaced some parts with parts he had at his shop, tested again, said it was ok and packaged it back up. When my son opened on Christmas morning he could not assemble the gun. We noticed one part was dented/rounded that prevented two pieces from being able to be connected. The parts that my son was trying connect did not need to be connected when he tested it at the store, so he may have dented it at his store without knowing. My wife tried to return it on 12/27/12. The same employee refused to refund or exchange the gun. He said the box was opened and was a special order, but he was the first to open it, dismantle it and replace parts. Also he made no mention of this being a special order when she ordered it, this is a common product. We had no luck in returning the paintball gun, and then gentleman got very accusatory. We are now disputing payment with our credit card company and talking with the manufacturer directly.Desired Settlement: refund

Business

Response:

To whom it may concern,

This is in response to your complaint # [redacted]. Your account of this transaction varies greatly from the one I encountered with your wife. I don't know if this is due to a miscommunication with her or an intent to distort the truth in your favor. The following is my version of events as I am the one who personally waited on your wife that day.

On or about 12/15/2012 a female customer came into my store and requested to purchase a [redacted] Electro paintball marker. I explained that I do not stock the electronic version but I do carry the manual version and the electronic grip frame separately. I explained to her that I could simply install the e-grip onto the manual version and it would be what she was looking for. The only difference would be the box would say [redacted] mechanical not [redacted] Electro. The customer did not like that option and said she would prefer one packaged in the box marked [redacted] Electro. I explained it would be a special order, took a $100.00 deposit and ordered the marker. On 12/18/2012 the same female came in to pick up her item. As with any other marker purchased at our store we offered to open the factory sealed box and check to make sure the marker was in working order . The customer agreed so I opened the box in front of her and inspected the marker. This marker did have a minor leak when first tested. I explained to the customer that it was a very minor repair and could be fixed in 5 minutes. The customer agreed so I repaired the marker and tested it to her satisfaction. I then put the marker back in it’s original box and resealed it. The customer paid for her item, thanked me for my efforts and left satisfied. On or about 12/27/2012 the customer returned to the store and asked for a refund. The box had been ripped open and was now unmarketable as new. She stated that her son could not install the fore grip onto the marker and that it was defective. I simply showed her how to remove two push pins, slide the fore grip on and replace the pushpins. This still did not satisfy her and she demanded her money back. She was never interested in an exchange, she just wanted her money back. I explained to her that this was a special order, an item I do not normally stock and she was informed of this when the purchase was made. I also pointed out the box was all but ruined and this item could no longer be sold as new. She told me to just put it into the box, tape it up and resell it. I asked her if she would except an item in that condition. She replied "No but I am not leaving here without my money". I explained I do not accept returns on special orders and only on new/unused unopened items. The store policy is clearly posted at the register. She then called her husband on her cell phone. He asked to speak to me and was very aggressive. He claimed the item was defective, had dents and must have been dropped. I asked him where and explained that I was holding the marker and it was in perfect condition. I then showed the marker to his wife and she could not locate one either. He then said he did not know but I was to take it back or else. He started to threaten me so I handed the phone back to his wife. She then stated that she had three very good lawyers and I would be hearing from them! After restating the store policy of no returns on special orders the customer became enraged, picked up her item and left the store with her merchandise. I truly believe this is a case of buyers remorse and if this was not a special order and returned in a resalable condition I would have offered a refund. I do not feel this customer was due a refund.

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

His statements re: my conversation with him over the phone are not accurate. This will be a typical case of he said she said. Since our dealings with D & D Paintball, I have contacted and sent the product to the manufacturer directly. They stated there were 4 parts on the returned (brand new) gun that needed to be replaced. [redacted] sent us a new gun within two weeks. This is something that D & D Paintball could have done, but they chose to handle things differently. I am satisfied with the end result dealing with [redacted]. In the future, I will not be trading with D & D Paintball.

Business

Response:

I have received your response and am still confused by your comments. Your secondhand account of this transaction is very inaccurate and very misleading. The facts are your wife was trying to return an item that was specially ordered at her request. She inspected, paid for the item and left the store very satisfied. Her only complaint upon return was that you could not attach the fore grip to the marker. I showed her how to properly install the fore grip by simply removing 2 push pins,sliding it on and reinstalling the pushpins. As stated before this did not satisfy her and she demanded a refund and nothing else. She never requested a replacement which would not have been an issue. After a call to you, it then turned into a dented,damaged and possibly used marker. When asked where this damage was located on the marker you became verbally abusive but failed to point out the location of any defects. Your wife was then given the same opportunity and seemed confused by the seemingly new allegations. Your wife left the store with a marker that was in new/unused condition and had absolutely no cosmetic damage. If this marker sustained any damage it was by your hands not mine. It surprises me to learn that you received a "new gun" from [redacted] and are now satisfied when as of the date of this letter you have a complaint filed with American Express and are requesting a total refund for a defective marker. Is this your attempt at receiving a free marker? I will be forwarding American Express a copy of your response! As far as this being a typical case of he said she said, I will stand behind the facts of being in business for over 15 years, having thousands of happy customers and until now not a single complaint to the Revdex.com. I respect your decision not to trade with us in the future but please understand that consumer fraud costs our industry millions in lost revenue every year.

Consumer

Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I suggest the gentleman talks with [redacted] and finds out what was wrong with the gun. There were four parts that were defective. I am also calling American Express and releasing the payment to D & D Paintball. I was not looking for anything free. [redacted] satisfied me as a customer, not D & D Paintball. As for being in business and keeping customers satisfied, I have been in business for a very successful 28 years. Wish him the best, and hope this experience helps him in the future with his next disappointed customer.