Surplusammo.Com

What "additional information" did you receive from the customer? His response to my comprehensive explanation as to what actually happened was to say I was lying ("What they state is simply not true...") How is that "additional information?" He offered nothing in the way of a rebuttal on even a single fact after I addressed every point he made and then some This wasn't additional information in fact all he did was confirm what I had already stated in that his original "Desired Settlement:" of "I want them to take the complete order back and pay for return shipping with no restocking fee..." was based on a lie This was confirmed when his most recent rebuttal to my response clearly stated that he had already shipped his order back AND stolen his money back via the credit card charge back At best the only "additional information" you received was partial confirmation that what I had already stated was proven true, while at least part of his initial complaint was premised on a falsehood.Also, credit card companies always "find in (the customer's) favor" at first, every time Their process via [redacted] arbitration is always in their customer's favor at first (makes sense from their perspective, I'm not arguing that) followed by a similar back and forth process with the second step in the process being on our end, IF we want to fight the charge back As I had already explained, we received the letter from [redacted] noting this customer's credit card charge back the same day we received his order shipped back to us as well As we had his order back in hand we had no recourse with which to fight the charge back Per the stipulations of contesting a charge back, if the product has been returned and is thus proven no longer in the customer's possession, we obviously can't still fight to retain the funds for that order (unless of the course the product is lost in transit or damaged).This customer used your company as well as your website to libel our company and if you follow what I have explained you will see exactly that He has contradicted his own statements while proving true my initial accusation as I have detailed in this explanation The customer says "So, from my stand point, we can close Complaint," and yet our company's rating on your site has lowered Why is that? The customer got what he wanted before and during this entire Revdex.com process and without any of this affecting anything of consequence other than our company's rating on your website

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]

Please close the complaint about SurpluseammoI received my money backThank you

We have a procedure for warranty work as I expect every manufacture does, we warranty the part by inspecting the part and upon assessment, fixing or replacing the part as needed. This is only if the problem with the part in question is not obviously flawed/broken/mistaken. It was
explained to the customer that we needed the part back before confirming his stated problem. The nature of his complaint about the part was uniquely not verifiable by simple pictures or even only based on his statement as such. Unlike an obvious problem like the part being broken or blatantly the wrong part, the stated problem was one of very slight, minute measurements and fitting between two parts, an upper and lower receiver of a firearm that were manufactured completely independently from each other. The very likely issue, if any, was "tolerance stacking," meaning both parts made to a range of specifications, but each at the furthest edge but still within the specrange, and when mated together resulting in a problem. This would have been explained to the customer (as it is in every case like this one, given the chance) on the phone (I was in the office at the time of the phone call and heard my guy's end of the conversation) by my custservice rep if the customer had given us a chance to. Our confidence in this being a problem of tolerance stacking rather than a truly out-of-spec part is based on the fact that this same part in question was fitted, as all our these parts are before leaving us, to another lower in-house and proven in our quality control procedure before ever leaving our facility (the complete upper is test fired, to do this it must be mated to a fully functional lower receiver firearm). This did not mean that we were positive to the point of ever denying the customer's problem, and we didn't, but it is our years long procedure and has proven literally tens of thousands of same/similar parts to date. What was explained to the customer at the onset of the communication about the issue was that we would need the part back to confirm the issue and if found, to fix it. It was never stated that we would only "fix" the receiver in question. It was never stated that we would not replace the part if needed. In fact if needed we would have replaced the entire part as a whole in order to alleviate the doubt of that part's misfit with the customer's part (lower receiver). The point of contention was when the customer was told that we needed the problem part back to assess. He insisted that we must instead send him a replacement part before he would ever send back the problem part. My custservice repattempted to explain that we needed to assess the part to confirm the actual issue and if needed, we would fix or replace the part based on our assessment. The customer, having not gotten his way immediately became irate and began making demands followed by threats, threats including charging back his credit card, contacting you, the B.B.B., returning his whole order along with complaining to any and every other industry-related source he could name. He immediately insisted that we send him a replacement because despite having (by his own statements) two fully functional and proven prior uppers from us, as he could not do without this third upper for even a short time. He insisted we send him a replacement and took our lack of blind faith in his assessment of the issue with the upper as an insult and continued to make threats, becoming more irate on the phone (I could now hear him over my own custservice rep.). As he was not going to be sent a replacement part before we could look at the part in question, he then insisted that he would send the entire order back for a refund. At this point, as is our stated procedure for any unwarranted return, he was reminded that if he did return the entire order he would be subject to the 20% restock fee. As we had not been given the opportunity to confirm his actual issue with the upper, and compounded with his attitude and threats, he would not be given the benefit of the doubt and a full refund. He was in no uncertain terms and without exaggeration contentious and antagonistic from the start. Since then he has returned his entire order (two other small parts with the upper in question) as well as charged back his credit card's charge as well as apparently made good on fomenting this story to at least you, the B.B.Band who knows who else. He had a part that he had a problem with. We understand that and didn't disagree that he had a problem, but it very well may not have been our part. Regardless, as we understand the potential for two good parts to still not work together, IF he had followed our completely understandable warranty procedure, we would have fixed/replaced his part. At the very least we would have replaced the actual upper receiver, the part of the upper that didn't fit his lower receiver considering per the customer, it didn't like his lower. This was never in doubt. The issue escalated when he immediately began dictating to us our own warranty procedure followed immediately with threats. The problem was not on our end but with him insisting that he would dictate our warranty procedure to us and refusal to work with us to address the problem. The phone conversation was not far along before he switched from an amenable consideration to fully abandoning trying to fix the problem to the threats of charging back his card and notifying you, the Revdex.com. His "desired settlement" is unattainable, he's already shipped back the order and charged back his card's charge. We got his order back the same day we got the letter about the chargeback. He states that he wants us to "…take the complete order back and pay for return shipping with no restocking fee" is not possible considering he's already returned the order and taken back his money via the chargeback. Finally, the upper he sent back, as I stated had already been attached to one of our lowers and test fired, was again fitted to another couple of our lowers, new and old, and fit all of them just fine. The upper's fitting has no problem with our parts

This recent complaint that you have posted on our account for all to see is from someone who is not only wrong about his state of Massachusetts' actual laws governing the shipment of ammo into his state (MA is one of...

the most restrictive states on any/all ammunition shipments into the state, and has been this way for as long as we've been in the business selling/shipping ammo, it isn't up to his interpretation or denial), he is libeling us on your website with his posted complaint.  I have received today another letter from you about the  customer apparently "closing the complaint," even though we have not had a chance to rebut or refute his complaint as we have been able to in years past.  He is also lying about what is in our T&C that he agreed to when placing the order, specifically where it describes the MA state requirement for all ammo shipments having to go through a federal firearms licensed dealer ("FFL").  This is his state's laws and IS noted in our T&C.  His tirade about our guy Gary explaining to him that even though his credit card's bank having canceled his actual card (that he says he lost, not arguing whether he did or not in fact lose his credit card), we could and would still refund the order to that card that was used to place his order.  He does finally admit to this, but his libelous and lengthy explanation in his original complaint along with insults is intolerable.  His comments, partially found here:   "Gary is a liar. I state this as a fact. He didn't send a refund and nor did he have a confirmation number. I will be making a web page about this company and talking about them on the forum's. I have unsubscribed from them and will never ever buy anything from them. Scammers and liars"   as copied from your website shows what I am talking about.  We explained simply that despite his lost card, we could and would only refund the transaction we have for his order, and that it would work with his bank.  He does finally learn this per his own admittance on your website, but his original complaint is still posted on your site.  We consider this to be libelous.  He has lied about our company and about the actual interaction with my customer service rep. Gary, he has posted on your website his slanted view of the event, he has misrepresented his state's laws which we are legally required to follow whenever shipping restricted items like the ammo he ordered, and he has noted how he intends to further libel us in so many other avenues he has listed on your website.  And this is all without even our ability to at least answer these charges, false that they are, on your website, let alone remove this complaint from your site as the one sided fabrication that it is.   Note, he claims many things in his complaint on your website under our name, to include that he insisted we instead mail him a check or use paypal to refund his money since he claims he lost his CC.  This is ludicrous and from where we sit, a borderline fraudulent attempt to get money from a presumably defrauded/stolen credit card.  What company would agree to such a thing?  He also says his card's bank would be "filing a fraudulent charged (sic) on my behalf against Surplusammo."  This is also unfounded.  We refunded the card as we said we would and did.  That refund process isn't instantaneous and in a few days was proven correct, his card's bank should be able to prove this.  Finally his closure of this complaint notes that "I received my money back", this is from our refunding his same card used to place the order, the same card that he claims he lost and also claims he can't have refunded per his card's bank, so called.  We did not "mail him a check" or use paypal (to confirm this, know that we are a guns and ammo business and paypal explicitly will not work with any company in our industry per their own documented bias against our industry, we have their rejection letter as proof of this) to refund his order's charge, it was refunded as we originally said it would be.   His second to last statement quoted here:   Desired Resolution I will get my money back with the help of my bank. I only want my experience to stay reported on the Revdex.com for the longest term possible. There is nothing they can do for me. Believe me there is nothing I need from them. This statement shows that his sole intent for his posting his now closed complaint on your site is to libel us and cause us damages and as it sits now, is also completely unanswerable.  If this complaint is left up on your site at all let alone without at least our ability to answer this diatribe, would be at least a tragedy if not an outright complicit act on your part.   This Massachusetts state resident tried to strong arm us into illegally shipping him ammunition into his restrictive state, against his state's laws, simply because he doesn't think he is beholden to his state's laws or that he can require us to commit an illegal act for him.  He was denied and was not treated unfairly by my guy Gary who he has insulted many times in his posting on your site.  He was not only wrong about the simple refund process, but very likely lied about having lost his card and then tried to convince us to send him his funds via another method and I ask you, what company in their right minds would even entertain such a thing?  His second attempt at swindling us thwarted, he has now involved your company to exact whatever amount of revenge on us that he can for daring to deny him his prior attempts.  Please either remove his libelous complaint entirely, or let me answer him on your site as I have more than a few times in years past. Dylan T[redacted],Manager, Surplusammo.com- Internet
Sales/Shipping (No inbound, local firearm transfers)SAA  -  Surplusammo.com2335 S. Hood St.Tacoma, WA 98402Phone: 253-691-6636   Fax: 253-267-5159www.SurplusAmmo.comHours: 9-5 Mon-Fri Pac.

What "additional information" did you receive from the customer?  His response to my comprehensive explanation as to what actually happened was to say I was lying ("What they state is simply not true...").  How is that "additional information?"  He offered nothing in the way of a rebuttal on even a single fact after I addressed every point he made and then some.  This wasn't additional information in fact all he did was confirm what I had already stated in that his original "Desired Settlement:" of "I want them to take the complete order back and pay for return shipping with no restocking fee..." was based on a lie.  This was confirmed when his most recent rebuttal to my response clearly stated that he had already shipped his order back AND stolen his money back via the credit card charge back.  At best the only "additional information" you received was partial confirmation that what I had already stated was proven true, while at least part of his initial complaint was premised on a falsehood.Also, credit card companies always "find in (the customer's) favor" at first, every time.  Their process via [redacted] arbitration is always in their customer's favor at first (makes sense from their perspective, I'm not arguing that) followed by a similar back and forth process with the second step in the process being on our end, IF we want to fight the charge back.  As I had already explained, we received the letter from [redacted] noting this customer's credit card charge back the same day we received his order shipped back to us as well.  As we had his order back in hand we had no recourse with which to fight the charge back.  Per the stipulations of contesting a charge back, if the product has been returned and is thus proven no longer in the customer's possession, we obviously can't still fight to retain the funds for that order (unless of the course the product is lost in transit or damaged).This customer used your company as well as your website to libel our company and if you follow what I have explained you will see exactly that.  He has contradicted his own statements while proving true my initial accusation as I have detailed in this explanation.  The customer says "So, from my stand point, we can close Complaint," and yet our company's rating on your site has lowered.  Why is that?  The customer got what he wanted before and during this entire Revdex.com process and without any of this affecting anything of consequence other than our company's rating on your website.

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,

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]

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; line-height: 13.0px; font: 11.0px Verdana; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} This customer sent you, the Revdex.com, this complaint just prior to our contacting him.  He even told us that he sent this to you when we were talking...

to him on the phone yesterday.  His comment; “contacting them (us) multiple times” is in reference to talking to us first (we think this was Friday the 28th), our telling him that as we did not manufacture the part he needed to contact the actual manufacturer, which he did, then talked to us again (Monday the 31st).  He tells us first that he received a broken part.  We said the manufacturer, Aero, will warranty the part.  He calls us back after talking to Aero, the parts manufacturer and says Aero couldn’t help him. We explained to the customer that we would talk to our purchasing guy about contacting Aero to see if they wanted us to handle the manuf. warranty on their product.  The customer seemed to understand and accept that.  Later we get a call from Aero about this customer, telling us that our customer was telling them, Aero, to now refund him for the part (that he didn’t buy from them).  Aero explained to the customer that they did not have his money, as he did not purchase that part directly from them.  Aero told the customer that he would have to get any kind of refund or exchange (for a non-Aero part that he wanted) from us here at Surplusammo.com, where he purchased the part.  We then called the customer, asked him if he contacted Aero again.  The customer said he did contact Aero again, and also that he had filed this complaint with you at Revdex.com and also mentioned that he was about to contact his credit card company/bank about the order’s transaction (presumably for a chargeback for the ordered product he had in hand).  We asked him why he was already complaining to the Revdex.com and threatening to reverse his received order’s charge while we were in the midst of addressing the issue (Monday’s conversation).  We explained that we, not Aero, would be handling any refund/exchange for a different part.  The customer stated he wanted in-store credit for the returned part, so that is what we are now going to do.  He also mentioned that he would try to contact you, the Revdex.com, about rescinding this complaint due to our “doing right” on this matter.  He also mentioned to us that if you, the Revdex.com, were to contact him that he would explain this matter’s conclusion.

What they state is simply not true...  but I have been refunded via the credit card dispute process.  Received a letter yesterday from the credit card company stating that they  found in my favor and the funds where permanently returned.  So, from my stand point, we can close Complaint: [redacted] Complaint: [redacted]
I am rejecting this response because:
Sincerely,