Scout Sniper Systems

This transaction in question is like any other transaction placed with usWe are a drop-ship only eMerchant who discounts tactical military and law enforcement gear for law enforcement agencies and military unitsWe also have a website that we manage online to allow people ease of ordering instead of having to actually email back and forth with quotes and invoicesHowever the actual PROCESS of the transaction doesn't changeWe are acquisitionists, so we still have to have the items drop shipped to the customerFrom the time that we place the order with the manufacturer the time-line in which their items arrive is completely out of our hands and are subject to the manufacturer's processing timeline and the time it takes for the shipping carrier to deliver the packageThis year we have experienced on of the worst winters on record which contributes to the transaction in question and also the manufacturer that they ordered from is overseasThe last update we got on the package was that it was in Customs at JFKI have seen Customs take as long as weeks before to process a packageThankfully that one was just coming to meNow you add another entity that deals with the package before it can arrive to the customerAll of the information on how our process works is posted to our website multiple placesSo what I assume is that the customer is expecting is for us to go to the manufacturer's facility, oversee the production of their items, then fly back from China with them, and deliver them personallyFor the right amount we would be happy to do thatOur websites, and all other online media as well as our phone line are on a dedicated server onlineIf someone is on the phone then the call will go to voicemailIf the same number calls multiple times back to back it will identify it as harmful or spam and dump it where the phone might ring, but not on our endEmails are the same wayIf someone send multiple emails in a day or sends the same exact one multiple days in a row they will be blocked and go to junk if they don't get blocked from coming in altogether We can't be that bad at what we do if one out of every couple thousand orders has a little hiand we moved over 620,pieces in the first year our website was liveIn this case I feel bad for the customer because they are in a very small fraction of a percentage of people that had a serious delay on their package as it has to go from HK to NYC then to their local Hub, then get sent to a regional post office where it was sorted, and then finally scheduled to be out for deliveryWe are not in the business of ignoring customers and are trying to fix the server issues we have which have caused us to miss some incoming communications, and better streamline the ordering processForecasting an issue like this, I ordered that the manufacturer's page from our website be taken down, not knowing that products are broken down into several categories and can still be found on another pageIn the end we do all of our processing through Paypal as well so there is buyer and seller protectionThe steps that should be taken are simple like phone calls or emailsIf for whatever reason that doesn't work, then people have MULTIPLE ways to contact us onlineThey can also file a claim though Paypal as an item not received claimWe encourage customers to use those tools if they feel that is necessarySome CHOOSE not to read our policies page which there are several links to including in the Shopping Cart on the websiteThose left uninformed sometimes do have an experience that they were not anticipatingThere is nothing about the way we do business that is shadyWe offer the lowest prices anywhere on the gear we sell, allow our customers the chance to dictate what we sell and also allow them the opportunity to make offers on items that we would be happy to sell them below the MAP priceWho else in that industry does that? I am glad that the customer decided to post this though because he felt wronged and we fully support people's right to free speech and believe that other people (even though they don't share the same bad experience) have a right to knowWe have had a few hick-ups before but never for the same reasonLike I said though the items that we sell are sent directly from the manufacturer to save time and money for the customerThis isolated case demonstrated the potential of what can happen ordering from halfway around the world during the Winter Olympics when packages slow due to tighter inspections and during the worst winter in three decades

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I am not an unreasonable personThe only thing, ONLY THING I ask is that I am kept informedIf I am promised twice a tracking number (proof of shipment) and I never receive it what else am I supposed to think? I understand that there are hiccups in deliveries and I am fully aware of how international shipments can beThat being said, when you are called and told you will have tracking information by the end of the day and you don't get it, simultaneously told that there should be no reason my call should ever go unanswered cause there is always someone available makes me think negatively about the companies customer serviceAll I was asking for was a simple email containing tracking information so that I knew my package was on its wayMy position stands; if I'm not going to receive what I was promised (tracking information), than I have no tangible proof that the package is in route and have to believe that there is something shady about the companies business practices; especially when they don't even take the time to return a simple callI would like either someone to find where my package is in the system or if they can't I would like a refund of the remaining balance
*** ***,

This transaction in question is like any other transaction placed with us. We are a drop-ship only eMerchant who discounts tactical military and law enforcement gear for law enforcement agencies and military units. We also have a website that we manage online to allow people ease of ordering instead...

of having to actually email back and forth with quotes and invoices. However the actual PROCESS of the transaction doesn't change. We are acquisitionists, so we still have to have the items drop shipped to the customer. From the time that we place the order with the manufacturer the time-line in which their items arrive is completely out of our hands and are subject to the manufacturer's processing timeline and the time it takes for the shipping carrier to deliver the package. This year we have experienced on of the worst winters on record which contributes to the transaction in question and also the manufacturer that they ordered from is overseas. The last update we got on the package was that it was in Customs at JFK. I have seen Customs take as long as 3.5 weeks before to process a package. Thankfully that one was just coming to me... Now you add another entity that deals with the package before it can arrive to the customer. All of the information on how our process works is posted to our website multiple places. So what I assume is that the customer is expecting is for us to go to the manufacturer's facility, oversee the production of their items, then fly back from China with them, and deliver them personally. For the right amount we would be happy to do that. Our websites, and all other online media as well as our phone line are on a dedicated server online. If someone is on the phone then the call will go to voicemail. If the same number calls multiple times back to back it will identify it as harmful or spam and dump it where the phone might ring, but not on our end. Emails are the same way. If someone send multiple emails in a day or sends the same exact one multiple days in a row they will be blocked and go to junk if they don't get blocked from coming in altogether.
 
We can't be that bad at what we do if one out of every couple thousand orders has a little hick-up and we moved over 620,000 pieces in the first year our website was live. In this case I feel bad for the customer because they are in a very small fraction of a percentage of people that had a serious delay on their package as it has to go from HK to NYC then to their local Hub, then get sent to a regional post office where it was sorted, and then finally scheduled to be out for delivery. We are not in the business of ignoring customers and are trying to fix the server issues we have which have caused us to miss some incoming communications, and better streamline the ordering process. Forecasting an issue like this, I ordered that the manufacturer's page from our website be taken down, not knowing that products are broken down into several categories and can still be found on another page. In the end we do all of our processing through Paypal as well so there is buyer and seller protection. The steps that should be taken are simple like phone calls or emails. If for whatever reason that doesn't work, then people have MULTIPLE ways to contact us online. They can also file a claim though Paypal as an item not received claim. We encourage customers to use those tools if they feel that is necessary. Some CHOOSE not to read our policies page which there are several links to including in the Shopping Cart on the website. Those left uninformed sometimes do have an experience that they were not anticipating. There is nothing about the way we do business that is shady. We offer the lowest prices anywhere on the gear we sell, allow our customers the chance to dictate what we sell and also allow them the opportunity to make offers on items that we would be happy to sell them below the MAP price. Who else in that industry does that? I am glad that the customer decided to post this though because he felt wronged and we fully support people's right to free speech and believe that other people (even though they don't share the same bad experience) have a right to know. We have had a few hick-ups before but never for the same reason. Like I said though the items that we sell are sent directly from the manufacturer to save time and money for the customer. This isolated case demonstrated the potential of what can happen ordering from halfway around the world during the Winter Olympics when packages slow due to tighter inspections and during the worst winter in three decades.