Initial Business Response / [redacted] (1000, 5, 2015/02/11) */ We are very sorry to hear about [redacted] recent shopping experienceCustomer service is our number one priorityWe apologize for the inconvenience and frustration this issue may have caused himUnfortunately, some of our inventory does indeed come from the manufacturer and extended back order times are expected on popular items The information that was provided was all the information we obtained from the manufacturer at the timeWe completely understand the frustration and inconvenience this can cause our customers; that we truly try to obtain and provide our customers as much updated information we may receive from the manufacturer According to our records, [redacted] has cancelled his orderAt the time of order placement, an authorization was placed on his credit card; however no funds were ever capturedThis authorization expires after a certain amount of daysThis timeframe is governed by the credit card company and/or banking establishmentOptics Planet does not have the ability to release this authorization [redacted] will have to check with his card issuer to release the hold on the funds Again we deeply apologize for any inconvenience caused by this issueWe hope [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bank advised that funds were in fact captured on a credit card not a debit cardFurther, still receiving emails that my order in on hold as of five minutes ago and not cancelled Final Business Response / [redacted] (4000, 9, 2015/02/12) */ We are sorry to hear that [redacted] is not happy with our response As the item he has order was never shipped, charges we never processedWe do authorize the amount when the order is placed, however we do not chargeThe authorization expires differently between credit card companies and Optics Planet cannot circumvent their processes or proceduresHe needs to reach out to his card issuer We apologize for the inconvenience and frustration we have caused [redacted] during this incident [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/07) */ We are very sorry to hear about [redacted] recent shopping experienceWe apologize for the inconvenience and frustration this issue may have caused him due to his lost package claim OpticsPlanet partners with only the most reliable carriers and apologizes for any delays caused by lost or damaged packagesWe work hard to resolve all shipping errors with our carriers and strive to settle all claims as soon as possible According to our records, [redacted] was advised via email on 12/30/that an appeal was filed with regard to the claim denied by UPSWe were advised by UPS that a decision will not be made until the earliest Monday 1/12/ We appreciate his patience while we continue to monitor his orderWe truly apologize for the inconvenience and we do hope [redacted] will allow us another chance to exceed his expectations [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) To all, This complaint is more than an issue with a 'lost' itemThis complaint is also how the company has failed at costumer supportOver the past month in dealing with this issue my wife and I have have spent over hours on the phone talking to 'customer care' personnel over the phoneWe have been told time and again that our issue will be dealt with within a certain amount of time and that a specialist will contact us in the future The response given again shows a push in the time frame in which a decision will be made, with no real attempt to solve the issue I'm sure the company makes a 'good' product but when will I ever see it? Right now I'd be happy with my money back, but I will never get my time or effort backConsidering this experience I could not recommend this company to anyone Final Business Response / [redacted] (4000, 9, 2015/01/13) */ We are very sorry to hear about [redacted] was unhappy with our previous responseWe appreciate the opportunity to review his lost package claim His claim was settled and a credit issued to the original form of paymentThe credit will be posted to his statement shortly We apologize for the inconvenience and frustration we have caused during this incidentWe have forwarded his complaint over to the customer service management staff for future training opportunities We hope [redacted] gives OpticsPlanet another opportunity in the future [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/17) */ We are very sorry to hear of [redacted] 's comments regarding his recent shopping experienceCustomer service is our number one priorityWe apologize for the inconvenience and frustration this issue may have caused him Since many of our items ship directly from the manufacturer, availability of in stock items is not immediately knownWhen we receive an update, it is posted on our websiteAs [redacted] no longer wished to wait for the item, per his request we cancelled the order We have forwarded his complaint over to the customer service management staff for future training opportunities Again we deeply apologize for any inconvenience caused by this issueWe hope [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future Regards, [redacted] Operation Support Customer Care
Initial Business Response /* (1000, 5, 2014/12/31) */
We are very sorry for the issues *** is experiencing with his recent shopping experienceWe apologize for the inconvenience and frustration this may have caused him
Unfortunately, the picture on our website is incorrect, as well as
the information he was givenOur return policy allows customers who are not satisfied with their purchase to return most items within days of receipt for an exchange or full refundPlease see our website for further informationIf he wishes to return the item, please have him complete a Return Merchandise Authorization form (RMA) to initiate the process
To try and make our apology seem more tangible, we have included a coupon (***) for a future purchase and our gesture of goodwill
Again we deeply apologize for any inconvenience and disappointment caused by this issueWe hope *** will see past this single experience and allow us another chance to exceed his expectations in the future
***
***
***
***
Initial Consumer Rebuttal /* (3000, 7, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find your response to be inadequate for several reasons
To be proactive about what I saw as a potential mistake, I called times before the item shipped to verify that the information posted on your website was accurateThis included having your customer service reps review the exact same product web page including picture and item description while I was on the phone
Each time I called I was reassured the items would be as described, or your company would make things right
When the items arrived not as described I had to call several times and each time was told I would be contacted within hrsThat never happened by email, or phoneI had to continually call back in to check on the status of the issue
I don't feel there is any way I could have been more proactive, or cooperative in resolving this matterYour company has, in my opinion, failed utterly in keeping your word on multiple occasionsYou have misled me throughout this process and now portray this as a simple case of misprintI feel that if that was the case it could have been resolved quickly and amicably with the first callInstead, you only offered hollow promises and at the end of a lengthy process the ability to return the items for a refundI appreciate the patronizing offer of a coupon code, but I will never buy anything from your company againI will also try to dissuade everyone I know from doing business with you
Final Business Response /* (4000, 9, 2015/01/07) */
We are sorry to hear that *** is not happy with our response
According to our records, *** has received a credit for his purchase to his original form of paymentHe was also advised to keep the product as our gesture of goodwill
We apologize for the inconvenience and frustration we have caused during this incidentWe have forwarded his complaint over to the customer service management staff for future training opportunities
We hope *** gives OpticsPlanet another opportunity to exceed his expectations in the future
***
***
***
***
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.
The reimbursement has been paid in full.
Sincerely,
[redacted]
We are sorry to hear Mr. [redacted] is not happy with our response. As stated in our previous correspondence, pricing and availability are subject to change without notice. OpticsPlanet has no liability in the case of any orders arising from typographical errors or incorrect pricing and reserves the right to cancel any orders without assigning any reasons. Further, OpticsPlanet reserves the right to revoke any offer and correct any omission, error, or inaccuracy, whether or not a quotation or order has been submitted, confirmed and/or your credit card charged. Every effort has been made to ensure accuracy of information listed and OpticsPlanet is not responsible for any errors, omissions or inaccuracies contained therein. A copy of our policy can be located at http://www.opticsplanet.com/our-policy.html. To try and make our apology seem more tangible, we have enclosed a discount coupon ([redacted]) for a future purchase as our gesture of goodwill. We know this is not the response Mr. [redacted] had looked for, but hope he understands our position in this matter and allows us another chance to exceed his expectations. Regards, [redacted] Operation SupportCustomer Care
We are very sorry for the issues Ms. [redacted] is experiencing with her recent shopping experience. We apologize for the inconvenience and frustration this may have caused her. According to our records, a [redacted] label was sent to return the item. Ms. [redacted] gave the package to the [redacted],...
therefore delaying her return. It appears that the [redacted] finally did give the package over to [redacted] and it is on the way back to our warehouse. As soon as we receive the package, the return will be processed and a credit to the original form of payment will be made. Again we deeply apologize for any inconvenience caused by this issue. We hope Ms. [redacted] will see past this single experience and allow us another chance to exceed her expectations in the future. Regards,[redacted]Operations SupportCustomer Care
We are very sorry to hear about Mr. [redacted] recent shopping experience. We apologize for the inconvenience and frustration this issue may have caused him due to his lost package claim. OpticsPlanet partners with only the most reliable carriers and apologizes for any delays caused by lost or...
damaged packages. We work hard to resolve all shipping errors with our carriers and strive to settle all claims within two weeks from initiation. According to our records, his claim was approved and credit was issued to the original form of payment. It should reflect on his statement shortly. We appreciate his patience while we continue to monitor his order. We truly apologize for the inconvenience and we do hope Mr. [redacted] will allow us another chance to exceed his expectations. Regards,[redacted]Operations SupportCustomer Care
I was given (by the merchant) a pre-paid shipping label; said label was a [redacted] label. I was not (ever) given a [redacted] label, thus, I did not bring the package to [redacted]. Why would I bring a package that has a [redacted] label attached to [redacted]. I have not been given a [redacted] tracking number. As such, I have no way of knowing when the package arrives at the destination (merchant). It has been 12 days since I sent the package and the merchant is saying they have not received it; why? The package was not sent to an international destination! The merchant can obviously see that the package was sent since they appear to have a [redacted] tracking number. As such, I request a refund. If the merchant wishes to wait until the package arrives, then, I adamantly request a [redacted] tracking number so I can see the package progress.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
We are very sorry to hear about Mr. [redacted] recent shopping experience. Due to an error on our website, a wrong price was displayed. Please accept our apology for any inconvenience or frustration we may have caused him. Our customer service supervisor did offer him the option to purchase the...
item at our cost, which Mr. [redacted] refused.Pricing and availability are subject to change without notice. OpticsPlanet has no liability in the case of any orders arising from typographical errors or incorrect pricing and reserves the right to cancel any orders without assigning any reasons. Further, OpticsPlanet reserves the right to revoke any offer and correct any omission, error, or inaccuracy, whether or not a quotation or order has been submitted, confirmed and/or your credit card charged. Every effort has been made to ensure accuracy of information listed and OpticsPlanet is not responsible for any errors, omissions or inaccuracies contained therein.Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future. Regards, [redacted] Operation SupportCustomer Care
We are sorry to hear Mr. [redacted] is not happy with our response. As stated in our precious correspondence, it takes approximately 10 business days to process customer’s returns per our policy page http://www.opticsplanet.com/our-policy.html. As soon as the return is processed, a credit will be issued. We appreciate his patience. We know this is not the response Mr. [redacted] had looked for, but hope he understands our position in this matter and allows us another chance to exceed his expectations. Regards, [redacted].Operations SupportCustomer Care
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.
I accept this response, but can't not rescind and resend the item in question as I don't want to peruse this matter anymore I decline to this matter i'm satisfied I withdraw completely from this case altogether. I wanted to be understood as a customer sorry, and thank you
Sincerely,
[redacted]
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]
Initial Business Response /* (1000, 5, 2015/01/07) */
We are very sorry to hear about [redacted] recent shopping experience. We apologize for the inconvenience and frustration this issue may have caused him due to his lost package claim.
OpticsPlanet partners with only the most reliable...
carriers and apologizes for any delays caused by lost or damaged packages. We work hard to resolve all shipping errors with our carriers and strive to settle all claims as soon as possible.
According to our records, [redacted] was advised via email on 12/30/14 that an appeal was filed with regard to the claim denied by UPS. We were advised by UPS that a decision will not be made until the earliest Monday 1/12/15.
We appreciate his patience while we continue to monitor his order. We truly apologize for the inconvenience and we do hope [redacted] will allow us another chance to exceed his expectations.
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To all,
This complaint is more than an issue with a 'lost' item. This complaint is also how the company has failed at costumer support. Over the past month in dealing with this issue my wife and I have have spent over 12 hours on the phone talking to 'customer care' personnel over the phone. We have been told time and again that our issue will be dealt with within a certain amount of time and that a specialist will contact us in the future.
The response given again shows a push in the time frame in which a decision will be made, with no real attempt to solve the issue.
I'm sure the company makes a 'good' product but when will I ever see it? Right now I'd be happy with my money back, but I will never get my time or effort back. Considering this experience I could not recommend this company to anyone.
Final Business Response /* (4000, 9, 2015/01/13) */
We are very sorry to hear about [redacted] was unhappy with our previous response. We appreciate the opportunity to review his lost package claim.
His claim was settled and a credit issued to the original form of payment. The credit will be posted to his statement shortly.
We apologize for the inconvenience and frustration we have caused during this incident. We have forwarded his complaint over to the customer service management staff for future training opportunities.
We hope [redacted] gives OpticsPlanet another opportunity in the future.
[redacted]
[redacted]
[redacted]
We are very sorry to hear of Mr. [redacted] comments regarding his recent shopping experience. Customer service is our number one priority. We apologize for the inconvenience and frustration this issue may have caused him. Pricing and availability are subject to change without notice. OpticsPlanet has...
no liability in the case of any orders arising from typographical errors or incorrect pricing and reserves the right to cancel any orders without assigning any reasons. Further, OpticsPlanet reserves the right to revoke any offer and correct any omission, error, or inaccuracy, whether or not a quotation or order has been submitted, confirmed and/or your credit card charged. Every effort has been made to ensure accuracy of information listed and OpticsPlanet is not responsible for any errors, omissions or inaccuracies contained therein. To try and make our apology seem more tangible, we are sending a $25 gift certificate as our gesture of goodwill to his email address on file. Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future. Regards, [redacted]. Operations Support Customer Care
Case #[redacted] We are very sorry to hear about Ms. [redacted] recent shopping experience. We apologize for the inconvenience and frustration this issue may have caused her. Since many of our items ship directly from the manufacturer, availability of in stock items is not...
immediately known. When we receive an update, it is posted on our website. We completely understand the frustration and inconvenience this can cause our customers; that we truly try to obtain and provide our customers as much updated information we may receive from the manufacturer. Nonetheless, this does not justify the fact that we did not provide an update on the estimated time for shipment of her order. We have forwarded her complaint over to the customer service management staff for future training opportunities. As Ms. Hubbard is an important customer, we welcome the opportunity to serve her in the future. Regards, [redacted] Operation Support Customer Care
We are very sorry to hear about Mr. [redacted] recent shopping experience. Customer service is our number one priority. We apologize for the inconvenience and frustration this issue may have caused him.Since many of our items ship directly from the manufacturer, availability of in stock items is...
not immediately known. When we receive an update, it is posted on our website. Unfortunately, the estimated back in stock date was pushed back by the manufacturer.According to our records, Mr. [redacted] has cancelled his order. At the time of order placement, an authorization was placed on his credit card; however no funds were ever captured. The authorization was voided on 6/22/16. If Mr. [redacted] still has this transaction listed, he should check with his card issuer to release the hold on the funds. Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future. Regards, [redacted] Operation SupportCustomer Care
Complaint: [redacted]
I am rejecting this initial response because:
Sincerely,
[redacted] The first thing I would like to know where is the item I returned. I have proof of delivery to the Companies Aurora, Il location on 3/20/17. Today I received an E mail to the effect the item had been shipped to me, with a [redacted] tracking number. The tracking number fails to appear in the [redacted] system. It is in fact unknown to [redacted]. On 3/22/17 @ approx 2:40 PM contacted [redacted] (cust. Service Rep your location) she can not determine the source of the email, put me on hold for five min..When she returned still could not provide me an answer as to the where in your company my return item is located or any information as to the status. On a second attempt to determine the answer to my inquire, [redacted] advised me they received the item in question on 3/20/17, and it is due to be processed on Friday, at which time the amount of my purchase price of $175.12 will put back on my card. At this point in time, I believe it would be reasonable for me to allow until Friday to complete this transaction.
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]
We are very sorry to hear of Mr. [redacted] comments regarding his recent shopping experience. Customer service is our number one priority. We apologize for the inconvenience and frustration this issue may have caused him. We strive to provide our customers with great prices, unmatched selection of...
products and exceptional customer service. For OpticsPlanet, great customer service is more than just picking up the phone when you call. To us, it means providing the most complete offering of products, services, resources and more to create a premium shopping experience each and every time you visit.We have forwarded his complaint over to the customer service management staff for further follow-up. He should receive a return phone call from a supervisor shortly. Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future. Regards, [redacted] Operation SupportCustomer Care
Initial Business Response / [redacted] (1000, 5, 2015/02/11) */ We are very sorry to hear about [redacted] recent shopping experienceCustomer service is our number one priorityWe apologize for the inconvenience and frustration this issue may have caused himUnfortunately, some of our inventory does indeed come from the manufacturer and extended back order times are expected on popular items The information that was provided was all the information we obtained from the manufacturer at the timeWe completely understand the frustration and inconvenience this can cause our customers; that we truly try to obtain and provide our customers as much updated information we may receive from the manufacturer According to our records, [redacted] has cancelled his orderAt the time of order placement, an authorization was placed on his credit card; however no funds were ever capturedThis authorization expires after a certain amount of daysThis timeframe is governed by the credit card company and/or banking establishmentOptics Planet does not have the ability to release this authorization [redacted] will have to check with his card issuer to release the hold on the funds Again we deeply apologize for any inconvenience caused by this issueWe hope [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bank advised that funds were in fact captured on a credit card not a debit cardFurther, still receiving emails that my order in on hold as of five minutes ago and not cancelled Final Business Response / [redacted] (4000, 9, 2015/02/12) */ We are sorry to hear that [redacted] is not happy with our response As the item he has order was never shipped, charges we never processedWe do authorize the amount when the order is placed, however we do not chargeThe authorization expires differently between credit card companies and Optics Planet cannot circumvent their processes or proceduresHe needs to reach out to his card issuer We apologize for the inconvenience and frustration we have caused [redacted] during this incident [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/01/07) */ We are very sorry to hear about [redacted] recent shopping experienceWe apologize for the inconvenience and frustration this issue may have caused him due to his lost package claim OpticsPlanet partners with only the most reliable carriers and apologizes for any delays caused by lost or damaged packagesWe work hard to resolve all shipping errors with our carriers and strive to settle all claims as soon as possible According to our records, [redacted] was advised via email on 12/30/that an appeal was filed with regard to the claim denied by UPSWe were advised by UPS that a decision will not be made until the earliest Monday 1/12/ We appreciate his patience while we continue to monitor his orderWe truly apologize for the inconvenience and we do hope [redacted] will allow us another chance to exceed his expectations [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) To all, This complaint is more than an issue with a 'lost' itemThis complaint is also how the company has failed at costumer supportOver the past month in dealing with this issue my wife and I have have spent over hours on the phone talking to 'customer care' personnel over the phoneWe have been told time and again that our issue will be dealt with within a certain amount of time and that a specialist will contact us in the future The response given again shows a push in the time frame in which a decision will be made, with no real attempt to solve the issue I'm sure the company makes a 'good' product but when will I ever see it? Right now I'd be happy with my money back, but I will never get my time or effort backConsidering this experience I could not recommend this company to anyone Final Business Response / [redacted] (4000, 9, 2015/01/13) */ We are very sorry to hear about [redacted] was unhappy with our previous responseWe appreciate the opportunity to review his lost package claim His claim was settled and a credit issued to the original form of paymentThe credit will be posted to his statement shortly We apologize for the inconvenience and frustration we have caused during this incidentWe have forwarded his complaint over to the customer service management staff for future training opportunities We hope [redacted] gives OpticsPlanet another opportunity in the future [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/03/17) */ We are very sorry to hear of [redacted] 's comments regarding his recent shopping experienceCustomer service is our number one priorityWe apologize for the inconvenience and frustration this issue may have caused him Since many of our items ship directly from the manufacturer, availability of in stock items is not immediately knownWhen we receive an update, it is posted on our websiteAs [redacted] no longer wished to wait for the item, per his request we cancelled the order We have forwarded his complaint over to the customer service management staff for future training opportunities Again we deeply apologize for any inconvenience caused by this issueWe hope [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future Regards, [redacted] Operation Support Customer Care
Initial Business Response /* (1000, 5, 2014/12/31) */
We are very sorry for the issues *** is experiencing with his recent shopping experienceWe apologize for the inconvenience and frustration this may have caused him
Unfortunately, the picture on our website is incorrect, as well as
the information he was givenOur return policy allows customers who are not satisfied with their purchase to return most items within days of receipt for an exchange or full refundPlease see our website for further informationIf he wishes to return the item, please have him complete a Return Merchandise Authorization form (RMA) to initiate the process
To try and make our apology seem more tangible, we have included a coupon (***) for a future purchase and our gesture of goodwill
Again we deeply apologize for any inconvenience and disappointment caused by this issueWe hope *** will see past this single experience and allow us another chance to exceed his expectations in the future
***
***
***
***
Initial Consumer Rebuttal /* (3000, 7, 2015/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find your response to be inadequate for several reasons
To be proactive about what I saw as a potential mistake, I called times before the item shipped to verify that the information posted on your website was accurateThis included having your customer service reps review the exact same product web page including picture and item description while I was on the phone
Each time I called I was reassured the items would be as described, or your company would make things right
When the items arrived not as described I had to call several times and each time was told I would be contacted within hrsThat never happened by email, or phoneI had to continually call back in to check on the status of the issue
I don't feel there is any way I could have been more proactive, or cooperative in resolving this matterYour company has, in my opinion, failed utterly in keeping your word on multiple occasionsYou have misled me throughout this process and now portray this as a simple case of misprintI feel that if that was the case it could have been resolved quickly and amicably with the first callInstead, you only offered hollow promises and at the end of a lengthy process the ability to return the items for a refundI appreciate the patronizing offer of a coupon code, but I will never buy anything from your company againI will also try to dissuade everyone I know from doing business with you
Final Business Response /* (4000, 9, 2015/01/07) */
We are sorry to hear that *** is not happy with our response
According to our records, *** has received a credit for his purchase to his original form of paymentHe was also advised to keep the product as our gesture of goodwill
We apologize for the inconvenience and frustration we have caused during this incidentWe have forwarded his complaint over to the customer service management staff for future training opportunities
We hope *** gives OpticsPlanet another opportunity to exceed his expectations in the future
***
***
***
***
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.
The reimbursement has been paid in full.
Sincerely,
[redacted]
We are sorry to hear Mr. [redacted] is not happy with our response. As stated in our previous correspondence, pricing and availability are subject to change without notice. OpticsPlanet has no liability in the case of any orders arising from typographical errors or incorrect pricing and reserves the right to cancel any orders without assigning any reasons. Further, OpticsPlanet reserves the right to revoke any offer and correct any omission, error, or inaccuracy, whether or not a quotation or order has been submitted, confirmed and/or your credit card charged. Every effort has been made to ensure accuracy of information listed and OpticsPlanet is not responsible for any errors, omissions or inaccuracies contained therein. A copy of our policy can be located at http://www.opticsplanet.com/our-policy.html. To try and make our apology seem more tangible, we have enclosed a discount coupon ([redacted]) for a future purchase as our gesture of goodwill. We know this is not the response Mr. [redacted] had looked for, but hope he understands our position in this matter and allows us another chance to exceed his expectations. Regards, [redacted] Operation SupportCustomer Care
We are very sorry for the issues Ms. [redacted] is experiencing with her recent shopping experience. We apologize for the inconvenience and frustration this may have caused her. According to our records, a [redacted] label was sent to return the item. Ms. [redacted] gave the package to the [redacted],...
therefore delaying her return. It appears that the [redacted] finally did give the package over to [redacted] and it is on the way back to our warehouse. As soon as we receive the package, the return will be processed and a credit to the original form of payment will be made. Again we deeply apologize for any inconvenience caused by this issue. We hope Ms. [redacted] will see past this single experience and allow us another chance to exceed her expectations in the future. Regards,[redacted]Operations SupportCustomer Care
We are very sorry to hear about Mr. [redacted] recent shopping experience. We apologize for the inconvenience and frustration this issue may have caused him due to his lost package claim. OpticsPlanet partners with only the most reliable carriers and apologizes for any delays caused by lost or...
damaged packages. We work hard to resolve all shipping errors with our carriers and strive to settle all claims within two weeks from initiation. According to our records, his claim was approved and credit was issued to the original form of payment. It should reflect on his statement shortly. We appreciate his patience while we continue to monitor his order. We truly apologize for the inconvenience and we do hope Mr. [redacted] will allow us another chance to exceed his expectations. Regards,[redacted]Operations SupportCustomer Care
I was given (by the merchant) a pre-paid shipping label; said label was a [redacted] label. I was not (ever) given a [redacted] label, thus, I did not bring the package to [redacted]. Why would I bring a package that has a [redacted] label attached to [redacted]. I have not been given a [redacted] tracking number. As such, I have no way of knowing when the package arrives at the destination (merchant). It has been 12 days since I sent the package and the merchant is saying they have not received it; why? The package was not sent to an international destination! The merchant can obviously see that the package was sent since they appear to have a [redacted] tracking number. As such, I request a refund. If the merchant wishes to wait until the package arrives, then, I adamantly request a [redacted] tracking number so I can see the package progress.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
We are very sorry to hear about Mr. [redacted] recent shopping experience. Due to an error on our website, a wrong price was displayed. Please accept our apology for any inconvenience or frustration we may have caused him. Our customer service supervisor did offer him the option to purchase the...
item at our cost, which Mr. [redacted] refused.Pricing and availability are subject to change without notice. OpticsPlanet has no liability in the case of any orders arising from typographical errors or incorrect pricing and reserves the right to cancel any orders without assigning any reasons. Further, OpticsPlanet reserves the right to revoke any offer and correct any omission, error, or inaccuracy, whether or not a quotation or order has been submitted, confirmed and/or your credit card charged. Every effort has been made to ensure accuracy of information listed and OpticsPlanet is not responsible for any errors, omissions or inaccuracies contained therein.Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future. Regards, [redacted] Operation SupportCustomer Care
We are sorry to hear Mr. [redacted] is not happy with our response. As stated in our precious correspondence, it takes approximately 10 business days to process customer’s returns per our policy page http://www.opticsplanet.com/our-policy.html. As soon as the return is processed, a credit will be issued. We appreciate his patience. We know this is not the response Mr. [redacted] had looked for, but hope he understands our position in this matter and allows us another chance to exceed his expectations. Regards, [redacted].Operations SupportCustomer Care
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.
I accept this response, but can't not rescind and resend the item in question as I don't want to peruse this matter anymore I decline to this matter i'm satisfied I withdraw completely from this case altogether. I wanted to be understood as a customer sorry, and thank you
Sincerely,
[redacted]
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]
Initial Business Response /* (1000, 5, 2015/01/07) */
We are very sorry to hear about [redacted] recent shopping experience. We apologize for the inconvenience and frustration this issue may have caused him due to his lost package claim.
OpticsPlanet partners with only the most reliable...
carriers and apologizes for any delays caused by lost or damaged packages. We work hard to resolve all shipping errors with our carriers and strive to settle all claims as soon as possible.
According to our records, [redacted] was advised via email on 12/30/14 that an appeal was filed with regard to the claim denied by UPS. We were advised by UPS that a decision will not be made until the earliest Monday 1/12/15.
We appreciate his patience while we continue to monitor his order. We truly apologize for the inconvenience and we do hope [redacted] will allow us another chance to exceed his expectations.
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To all,
This complaint is more than an issue with a 'lost' item. This complaint is also how the company has failed at costumer support. Over the past month in dealing with this issue my wife and I have have spent over 12 hours on the phone talking to 'customer care' personnel over the phone. We have been told time and again that our issue will be dealt with within a certain amount of time and that a specialist will contact us in the future.
The response given again shows a push in the time frame in which a decision will be made, with no real attempt to solve the issue.
I'm sure the company makes a 'good' product but when will I ever see it? Right now I'd be happy with my money back, but I will never get my time or effort back. Considering this experience I could not recommend this company to anyone.
Final Business Response /* (4000, 9, 2015/01/13) */
We are very sorry to hear about [redacted] was unhappy with our previous response. We appreciate the opportunity to review his lost package claim.
His claim was settled and a credit issued to the original form of payment. The credit will be posted to his statement shortly.
We apologize for the inconvenience and frustration we have caused during this incident. We have forwarded his complaint over to the customer service management staff for future training opportunities.
We hope [redacted] gives OpticsPlanet another opportunity in the future.
[redacted]
[redacted]
[redacted]
We are very sorry to hear of Mr. [redacted] comments regarding his recent shopping experience. Customer service is our number one priority. We apologize for the inconvenience and frustration this issue may have caused him. Pricing and availability are subject to change without notice. OpticsPlanet has...
no liability in the case of any orders arising from typographical errors or incorrect pricing and reserves the right to cancel any orders without assigning any reasons. Further, OpticsPlanet reserves the right to revoke any offer and correct any omission, error, or inaccuracy, whether or not a quotation or order has been submitted, confirmed and/or your credit card charged. Every effort has been made to ensure accuracy of information listed and OpticsPlanet is not responsible for any errors, omissions or inaccuracies contained therein. To try and make our apology seem more tangible, we are sending a $25 gift certificate as our gesture of goodwill to his email address on file. Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future. Regards, [redacted]. Operations Support Customer Care
Case #[redacted] We are very sorry to hear about Ms. [redacted] recent shopping experience. We apologize for the inconvenience and frustration this issue may have caused her. Since many of our items ship directly from the manufacturer, availability of in stock items is not...
immediately known. When we receive an update, it is posted on our website. We completely understand the frustration and inconvenience this can cause our customers; that we truly try to obtain and provide our customers as much updated information we may receive from the manufacturer. Nonetheless, this does not justify the fact that we did not provide an update on the estimated time for shipment of her order. We have forwarded her complaint over to the customer service management staff for future training opportunities. As Ms. Hubbard is an important customer, we welcome the opportunity to serve her in the future. Regards, [redacted] Operation Support Customer Care
We are very sorry to hear about Mr. [redacted] recent shopping experience. Customer service is our number one priority. We apologize for the inconvenience and frustration this issue may have caused him.Since many of our items ship directly from the manufacturer, availability of in stock items is...
not immediately known. When we receive an update, it is posted on our website. Unfortunately, the estimated back in stock date was pushed back by the manufacturer.According to our records, Mr. [redacted] has cancelled his order. At the time of order placement, an authorization was placed on his credit card; however no funds were ever captured. The authorization was voided on 6/22/16. If Mr. [redacted] still has this transaction listed, he should check with his card issuer to release the hold on the funds. Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future. Regards, [redacted] Operation SupportCustomer Care
Complaint: [redacted]
I am rejecting this initial response because:
Sincerely,
[redacted] The first thing I would like to know where is the item I returned. I have proof of delivery to the Companies Aurora, Il location on 3/20/17. Today I received an E mail to the effect the item had been shipped to me, with a [redacted] tracking number. The tracking number fails to appear in the [redacted] system. It is in fact unknown to [redacted]. On 3/22/17 @ approx 2:40 PM contacted [redacted] (cust. Service Rep your location) she can not determine the source of the email, put me on hold for five min..When she returned still could not provide me an answer as to the where in your company my return item is located or any information as to the status. On a second attempt to determine the answer to my inquire, [redacted] advised me they received the item in question on 3/20/17, and it is due to be processed on Friday, at which time the amount of my purchase price of $175.12 will put back on my card. At this point in time, I believe it would be reasonable for me to allow until Friday to complete this transaction.
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]
We are very sorry to hear of Mr. [redacted] comments regarding his recent shopping experience. Customer service is our number one priority. We apologize for the inconvenience and frustration this issue may have caused him. We strive to provide our customers with great prices, unmatched selection of...
products and exceptional customer service. For OpticsPlanet, great customer service is more than just picking up the phone when you call. To us, it means providing the most complete offering of products, services, resources and more to create a premium shopping experience each and every time you visit.We have forwarded his complaint over to the customer service management staff for further follow-up. He should receive a return phone call from a supervisor shortly. Again we deeply apologize for any inconvenience caused by this issue. We hope Mr. [redacted] will see past this single experience and allow us another chance to exceed his expectations in the future. Regards, [redacted] Operation SupportCustomer Care