Tactical Grilling

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Our checkout process states a 1-week processing time as we are frequently on the road or out of the country without ability to respond to or process ordersAfter receiving notification of customer canceling order, and after returning to the office, within 1-week of the date of order, we refunded the customer's order via PayPal on 8/3/It had not been captured - it was in a pending state waiting for us to process the orderThere was no need for the customer to dispute the charge or cancel the card - only to have patience and follow the instructions provided Later reviewing the customer's emails, it appears they were trying to make a deadline, and we were not able to accommodate, but we were well within the stated shipping policy of 1-weeks processing Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) My issues are unresolved is that my payment was processed by PayPal on July 27, and my order status stated "Payment Pending" with a pay button availableAfter multiple attempts at communication, I received no response from the vendor on the status of my orderThere was also no notification build into their notification systems saying that they were away from the businessThe money has been returned to my account Secondly, their terms and conditions do not mention any time factor in process orders, and do not state that they will be traveling frequentlyI have attached the Ts & Cs from the vendors website Terms & Conditions Important Legal Notice Tactical Grilling cannot know or be aware of all the local, state, and federal restrictions regarding the products we sellTherefore, Tactical Grilling does not warrant that a person may legally purchase, possess, or carry specific items offered on our websiteThese products include, but are not limited to: knives and other itemsWhen you place an order with us, you warrant that you are a legal adult without legal disabilities which would prohibit you from ordering, owning, possessing, or transferring these items under applicable federal, state, or local lawsYou also warrant that you are in complete compliance with local, state, and city ordinance Ordering Policy Tactical Grilling reserves the right to accept or reject any and all orders, regardless of the manner in which the order is madeAll orders become valid, and the sale shall be deemed made in Waconia, Carver County, Minnesota, subject to the terms set forth herein, when accepted by Tactical Grilling in Waconia, Carver County, MinnesotaAll sales are subject to the laws of the State of Minnesota and the venue for all disputes shall be in the courts of Minnesota No change, modification or revision of your order shall be valid unless agreed to in writing by Tactical Grilling Any terms and conditions set forth in the buyer's purchase order shall not materially alter terms and conditions set forth herein by Tactical Grilling Shipping & Returns Shipping For your convenience, Tactical Grilling follows an easy to use shipping tableAll items, except APO addresses, are shipped UPS We use UPS Rate tables for all orders except APO addresses APO addresses are a flat $using USPS Please contact us for international shipping inquiries Be sure to give us a street address where someone is available during the day to receive and sign for shipmentThe charges cover packaging your order, handling charges, shipping charges, and insuranceShipments to more than one address require shipping charges for each address Return and Exchange Procedures 1.IF THE ORDER HAS BEEN DAMAGED BY THE CARRIER: Call the carrier's local office and request a representative pick up the damaged goods Pack the product in the original shipping box The carrier will contact you and pick up the package The carrier will contact Tactical Grilling with the results of the investigation and we will take the appropriate actions necessary 2.IF YOUR ORDER WAS INCORRECTLY FILLED BY Tactical Grilling: Please also include copies of the packing slip and any other documentation that was provided in the shipment If you have any other or additional problems or questions, please feel free to contact Customer Service at [email protected] 3.IF YOU WOULD LIKE TO RETURN OR EXCHANGE YOUR PRODUCT: Return Policy: If for any reason you are not satisfied with your order, return it via insured parcel post or UPS within days of receipt for a refund (minus shipping and handling)If you return items after days, a store credit will be issued on your account which you can use against future purchasesRefunds/Credit will only be issued for items which are in new conditionIf the item has been used and is not defective, Tactical Grilling will not accept it and it will be returned to you Final Business Response / [redacted] (4000, 10, 2015/08/23) */ Per customer's admission: 'The money has been returned to my account'The 'Payment Pending' statement indicates Tactical Grilling has not yet claimed the funds from PayPalUntil we do, the order remains in this state We will review our order process to ensure the timeline, which has been part of the order process since we launched, continues to be part of the process (we believe a recent update to our checkout process may have overwritten these statements)While the 1-week shipping timeframe is missing from the previous T&C's (it's been amended), we did not make any explicit or implied timeline of delivery or communication that would've given the customer hope in meeting their timeline To address the original and restated issue: the customer received their funds back, and we are going to ensure that our communication is clear to avoid future confusion

Initial Business Response /* (1000, 14, 2015/11/12) */
We've just received this notification todayPlease find attached a copy of the PayPal transaction where Tactical Grilling denied (refunded) the customer paymentThis should serve as confirmation of full-refund
Second, we have no record
of the customer's communication: we do not have an active or advertised phone number for customers - all communication is done via email to maintain audit trailWe did previously have a number, and it's possible the customer found it somewhere online (not on our website or emails), but we no longer maintain or monitor that number
While we regret that we couldn't deliver within the customer's timeframe, we're confident this satisfies the customer's complaint
Please let us know if there are any additional questionsThanks!
-TG
--
[email protected]

Initial Business Response /* (1000, 5, 2015/08/07) */
Our checkout process states a 1-2 week processing time as we are frequently on the road or out of the country without ability to respond to or process orders. After receiving notification of customer canceling order, and after returning to the...

office, within 1-week of the date of order, we refunded the customer's order via PayPal on 8/3/15. It had not been captured - it was in a pending state waiting for us to process the order. There was no need for the customer to dispute the charge or cancel the card - only to have patience and follow the instructions provided.
Later reviewing the customer's emails, it appears they were trying to make a deadline, and we were not able to accommodate, but we were well within the stated shipping policy of 1-2 weeks processing.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issues are unresolved is that my payment was processed by PayPal on July 27, and my order status stated "Payment Pending" with a pay button available. After multiple attempts at communication, I received no response from the vendor on the status of my order. There was also no notification build into their notification systems saying that they were away from the business. The money has been returned to my account.
Secondly, their terms and conditions do not mention any time factor in process orders, and do not state that they will be traveling frequently. I have attached the Ts & Cs from the vendors website.
Terms & Conditions
Important Legal Notice
Tactical Grilling cannot know or be aware of all the local, state, and federal restrictions regarding the products we sell. Therefore, Tactical Grilling does not warrant that a person may legally purchase, possess, or carry specific items offered on our website. These products include, but are not limited to: knives and other items. When you place an order with us, you warrant that you are a legal adult without legal disabilities which would prohibit you from ordering, owning, possessing, or transferring these items under applicable federal, state, or local laws. You also warrant that you are in complete compliance with local, state, and city ordinance.
Ordering Policy
Tactical Grilling reserves the right to accept or reject any and all orders, regardless of the manner in which the order is made. All orders become valid, and the sale shall be deemed made in Waconia, Carver County, Minnesota, subject to the terms set forth herein, when accepted by Tactical Grilling in Waconia, Carver County, Minnesota. All sales are subject to the laws of the State of Minnesota and the venue for all disputes shall be in the courts of Minnesota.
No change, modification or revision of your order shall be valid unless agreed to in writing by Tactical Grilling.
Any terms and conditions set forth in the buyer's purchase order shall not materially alter terms and conditions set forth herein by Tactical Grilling.
Shipping & Returns
Shipping
For your convenience, Tactical Grilling follows an easy to use shipping table. All items, except APO addresses, are shipped UPS.
We use UPS Rate tables for all orders except APO addresses.
APO addresses are a flat $15.95 using USPS.
Please contact us for international shipping inquiries.
Be sure to give us a street address where someone is available during the day to receive and sign for shipment. The charges cover packaging your order, handling charges, shipping charges, and insurance. Shipments to more than one address require shipping charges for each address.
Return and Exchange Procedures
1.IF THE ORDER HAS BEEN DAMAGED BY THE CARRIER: Call the carrier's local office and request a representative pick up the damaged goods.
Pack the product in the original shipping box.
The carrier will contact you and pick up the package.
The carrier will contact Tactical Grilling with the results of the investigation and we will take the appropriate actions necessary.
2.IF YOUR ORDER WAS INCORRECTLY FILLED BY Tactical Grilling: Please also include copies of the packing slip and any other documentation that was provided in the shipment.
If you have any other or additional problems or questions, please feel free to contact Customer Service at [email protected].
3.IF YOU WOULD LIKE TO RETURN OR EXCHANGE YOUR PRODUCT:
Return Policy: If for any reason you are not satisfied with your order, return it via insured parcel post or UPS within 30 days of receipt for a refund (minus shipping and handling). If you return items after 30 days, a store credit will be issued on your account which you can use against future purchases. Refunds/Credit will only be issued for items which are in new condition. If the item has been used and is not defective, Tactical Grilling will not accept it and it will be returned to you.
Final Business Response /* (4000, 10, 2015/08/23) */
Per customer's admission: 'The money has been returned to my account'. The 'Payment Pending' statement indicates Tactical Grilling has not yet claimed the funds from PayPal. Until we do, the order remains in this state.
We will review our order process to ensure the timeline, which has been part of the order process since we launched, continues to be part of the process (we believe a recent update to our checkout process may have overwritten these statements). While the 1-2 week shipping timeframe is missing from the previous T&C's (it's been amended), we did not make any explicit or implied timeline of delivery or communication that would've given the customer false hope in meeting their timeline.
To address the original and restated issue: the customer received their funds back, and we are going to ensure that our communication is clear to avoid future confusion.