Roanoke Airsoft

Review: I just received my brand new product and was looking for an upgrade. I had heard of the company in question, from a few former friends of mine, and they stated that it was a good place to take this item to be upgraded. I am not new to the sport of airsoft, but I do like to make sure that I keep up with my materials. On Friday, February 05, 2016 I took my item in and got a guarantee that it would be upgraded and working in two weeks. After two weeks of waiting, I received a call stating that the product was not finished, and it would take another week.

I proceeded to wait another week, and then As of Friday (02/26/2016), I went into the business in question to find that nobody was doing anything, and the manager said that it would take two weeks more. When I told him that it was unacceptable, he grabbed my materials, set them on the counter, and said that he was not able to do anything more. "Take your items and leave immediately."

My product was fully functional before I brought it in, so I asked if it was still as functional as the day I received it. He smiled and said that it was no longer in a working condition. (Broken) Also, he would not be refunding me any of my money for the repair/upgrade.Desired Settlement: I would like my money to be refunded, new item, or their business licence to be terminated or suspended. I had spent money to fix the brand new item, and I received it back broken with random parts. I was told that I was no longer allowed on the property, and I did nothing to promote such disrespect. I paid for a service, and received broken property that was not broken to begin with.

Business

Response:

It should be noted that the customer in question was insulting by calling our technician "the queen of England" Our technician requested that the customer please wait an additional two weeks for a part to arrive from a distributor. The customer chose to purchase a rifle from another store, so we were forced to work around the product he had. Sadly, the lower quality product he had purchased was incompatible with upgrade parts, and despite countless hours of machining - was unable to get the part to work. The customer was then extremely rude in threatening the staff members with calling the police, as well as declaring an unprofessional behavior of the staff despite being told that the tech was going to do everything he could to take care of him. Furthermore, the customer chose to walk out the door shouting threats about "How this wasnt over" Here at Roanoke Airsoft we pride ourselves on our techwork and customer service, and will go through great lengths to make people happy. Sadly the timing for this upgrade was not fast enough to satisfy the customer, but we do not post deadlines or specific dates in our upgrade policy. It is unfortunate that the customer would not allow us to work with him, instead he chose to become irate and angry. For all of those out there who read this review, we recommend that you come and see us and allow us to provide for you with quality customer service and the best possible experience.Now I - [redacted] - am the one who personally handled this situation.To comment on the customer "never being in our store" before, he had been a customer for over a year now. He is not a new customer. Three of my employees can give testimonial that he has been a regular here, as well as a few of my customers can vouch for his regular appearances. At no point did I ever charge my customer the service fee for the repair/upgrade service, nor did we have a contract involving repairs.The customer was told to wait until he was called to be informed that the service was completed - but instead chose to prematurely arrive.IF you are unfamiliar with airsoft guns, he requested to have parts installed into his gun. All but one part purchased functioned just fine - but the final part was incompatible with his rifle. Due to this issue, I needed more time to get the correct part. I asked him for time - and was told that wouldn't work. We can not get parts instantly, and are at the mercy of our distributors and shipping. I then asked the customer to please wait 3-4 days (Friday was when he arrived, Monday was the final day I asked for) to give me a chance to complete his service. The customer complained that I was doing nothing to help him, but I am the only person who works on Fridays. I could not leave my store to go perform machine work. I informed him of how I had to do machine work, and this wasn't good enough. Also, he was informed that I normally do not conduct repairs during regular business hours.I do not know if this helps our case or not, but he was extremely hostile and insulting. He made the comment "You are sitting on your *expletive* like you are the queen of england" over the phone. He also said "*expletive* you I am never coming back" as he walked out the door. The customer was so aggressive that my other customers walked out without saying a word. For the safety of myself, any customers who would arrive, and my boss, I told him to leave. The situation had gotten out of hand by this point, and I feared for my own safety - we were prepared to call the police. I also was not going to tolerate his aggressive and insulting behavior to me as my patience can only go so far. If you get into contact with [redacted] - the owner of Roanoke Airsoft - he will inform you that he had to personally assist me due to my fears of dealing with this customer alone, as I was afraid of handling him and his friend by myself. He can also inform you that I was shaken up after the incident.The customer was given his product back fully assembled, with the accessories detached. They are designed to be removed quickly, and were done so to assist in the upgrade services. His original parts were also returned. The customer did not want to negotiate, immediately demanded a refund, and would not cooperate with the store. He threatened me personally by saying he was calling the police. Luckily, all customers had left the store at this time and my business was saved from the humiliation of what happened. Dispatch declined to send the police. We were forced to officially submit a trespass notice to the Roanoke Police Department. Furthermore, the customer has had his associates harass my employees on [redacted], and they left fake [redacted] reviews ([redacted] has since then deleted them.) This harassment has been reported to the Roanoke Police department, and they offered to assist us in creating a warrant to handle his arrest. We specifically declined, due to our belief that is was unnecessary. However, my youngest employee now feels threatened by this customer and has had to receive reassurances by me that his safety is guaranteed. This whole incident has been a nightmare to us. His constant slandering of us online, as well as the recruitment of people who have never entered our store - has really damaged our image. Thankfully, as previously stated, [redacted] has removed all the fake reviews. If you look at our [redacted] and [redacted] reviews, you will find his incident is isolated. Furthermore, we wish to have this case dismissed - to help put myself and my employees mind's at ease. It is painful as a manager to have my employees be afraid of coming to work, or checking their [redacted]. They also fear that this damaging reputation has put their jobs at risk - as a small business we are heavily dependent on word of mouth and excellent reviews.Attached below are three documents. 1: His upgrade sheet information. 2: A copy of his receipt. I have marked a large arrow to the parts he requested for his product. Below are two items that are not related to the repair in question. 3: A copy of his trespass notice. Thank you for reading all of this. - [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When reviewing the response, I found that there was allot of dishonesty. This includes the idea of me being hostile. I have more than one witness that was with me, and knows that I never used profanity, or threatened anyone in any way. Next, when I called the police about my broken property, I asked them not to send an officer out, because they told me that it was a civil matter. I also have a witness that was with me at the time I asked them not to send someone out to waist their time, (Fully Apologetic) if there was nothing that could be done. I just wanted the police to know that my property was working before I brought it in, and it was broken when he gave it back. During this whole process, the Manager in question, [redacted] had a smile on his face and proceeded to insult me on my way in, and out of the store. His comments included that it was fully acceptable, there is no other options, I had to take back my (Broken) Property and get out. It was extremely offensive, and I have witnesses that were present when I grabbed my (Broken) property and exited the store. On my way out, the owner was sitting in a chair with a loaded air-soft pistol pointed at my friend and I. I decided to do what anyone else would do, and get on their website to make a review about the situation. I do not wish for anyone else to be treated with such disrespect and broken property with no apology. All of the witnesses with me, posted comments on the situation as well, because they also wanted people to have plenty of warning. There were no threats and if you look up the review, you can clearly see that this, "Small business," doesn't have enough respect to even apologize for the event, and discard it to move on with business affairs. I would like to emphasize that I was the one who contacted the police first, because my property was broken without intent to fix. I received a broken gun and allot of random parts, as the receipt shows. As a customer/guest, I wanted to receive an apology at the least. I clearly see, that this, "Small Business," is not going to admit to fault, grant a refund, or even an apology. I will not be choosing to pursue this any further and it is my hope and wish, that nobody every has to deal with what this business, or employees in question, have put me through.

Regards,