The Spy Store, Inc.

Customer ordered surveillance equipment and had that equipment in his possession for about three weeks.As we offer surveillance equipment all sales are final as stated in our Terms & Conditions.Customer, in his Revdex.com complaint, stated the following:"I ordered a product that I wanted to tryUpon
arrival, I decided to return itIn their T&C they say, they will refund orders if everything is in its original, mint condition with receipt but I need to obtain a return authorization number that I must request via emailI did and they pointed me to another section of their T&C that says, no returns or refunds allowedSo that contradicts its own T&Cand the business is not willing to issue me the refund in lieu of their product".Please note we do not sell equipment for Customers to "try".In addition, our Terms & Conditions do not state we "will refund orders if everything is in its original mint condition with receipt".Our Terms & Conditions do state ALL SALES ARE FINAL.Furthermore, once a Customer receives equipment we consider it used which precludes us from selling it to another Customer.That said, we will not accept Customer's return or issue a refund.Jacob M***The Spy Store, Inc

Complaint: *** I am rejecting this response because: There is NO SUCH line in the T&C that states this: "Any returns that we authorize (such as a service return or if we shipped the wrong unit) must have a RA."If such thing was stated in your T&C, that would have made perfect sense and would have never contacted the Revdex.com because the contradiction / confusion originates from the fact that while first business states "All sales are final" they then state that all returns must include this and thatthusleaving the option open for returnsIt does NOT specify explicitly for WHAT purposesTherefore consumer is left with the impression that - while all sales are final - there are certain leeways that are possible in case of a return because it states and I quote: "including service returns" which then interprets as "one option out of many and not the sole option" and as such consumers are left with the impression that returns may be possible since the return policy does NOT explicitly make referrals as to what extent and in what specific cases returns can be applied to. Sincerely, *** * ***

Complaint: ***I am rejecting this response because: I did not receive the item when it was guaranteed by and he changed me much more than he stated on the phone for next day delivery which should have been by the 29th, and had to be there by the 1st or I would miss my flight. I missed my flight because the item he charged me much more than disclosed was not delivered on time. All packages from *** AFB post office must be signed for when received and delivered. I can get a copy of this delivery dated document if needed from the base post office. The item contained videos from the previous owner, who returned the item before it was resold to me. Those videos were shot in July 2016. The videos on the item are not mine. They are from July, and I received this time in November causing me to delay my flight to Europe costing me, money, time, and leave. 3. The owner steered me away from the item I wanted with a wide angle view button hole camera to this item claiming it was "superior in quality" with a "wider angle lens" in this new released item. This lens is very narrow, and the quality was so bad I could not see my daughter's face inches from. It was like a snow storm with only the rim of her jacket visible and the light pole beside her, and I could not hear her voice, only mine which cut in and out making it horrible in quality. I deleted the November video I recorded in Germany before I returned the item out of utter frustration and of what crap I was sold under the promise it was "Superior in quality." I started deleting the previous owner's videos also, but stopped, realizing they needed to be preserved to show this was a "used" item he was again, like the other complaints against him, sold as new. Again, new does not mean used only times before he resold it to me, which is the case. I could have done more forensics on the disc to see if other videos were deleted but the seven already there were enough proof. Those videos were shot in July, it is simple to see by opening the properties on each of those videos. I have performed forensics as a officer both in law enforcement for ten years and my current occupation in the US Army with over years of experience
Additionally, the owner is engaging in outlandish harassment. He is demanding I provide him my commander's name and number. JAG advised me today not to do this, because this is blatant harassment, on top of the lean he stated he placed against my property and the negative information he already submitted to all three credit agencies for returned the "pre-owned" item sold to me as "new." The JAG office was shocked he took such actions because I returned a "used" item sold to me as "new" that did not provide the "Sepiourior Quality" he declared it would of the item I wanted. Again, clearing used inventory of his shelves. Military equipment I use in this career fieldis commercial off the shelf. It is not something special only we have access to and it is crystal clear, even at night and with good audio, or we wouldn't use it. The owner and I spoke about the quality I needed and the seriousness of the "evidence" I needed to collect on the crimes occurring against my children And yet, he sold me a returned item he wanted to clear off his inventory taking full advantage of a soldier stationed at another location and unable to come in to the shop. This is very unethical. Sincerely,CPT *** *** **

Complaint: ***
I am rejecting this response because it goes against what is ACTUALLY shown on the company's websiteYou claim that there is no such thing on your website, however this screenshot proves it otherwiseSeller's own Terms and Condition contradicts itself many timesFirst it says all sales are final, then it says that I must get a return authorization number in order to get a product returned, then it says that all original receipt, product, packaging, accessories must be accompanied with the returned productsAt the very best, this is contradictory and certainly goes against what Makenna stated that there is "no such thing on their website".https://prnt.sc/i2jrq2Direct link: http://thespystore.com/terms
Sincerely,
DrSzilard N Vegas

We stand by our previous responses
Jacob M***
The Spy Store, Inc

The facts are as follows:
 
1)On October 28, 2016, Capt [redacted] (hereinafter referred to as Customer)  placed an online order with us for the DVR-PEN1 Video Pen with 32GB memory ($148.00).  In that order Customer requested FedEx Priority Overnight ($62.00) however Customer...

wanted the delivery on Saturday which added $10.00 to the delivery cost ($72.00).  The total order amount with sales tax ($20.90) was $240.90. On October 28, 2016, we shipped Customer a brand new unused Video Pen.   On October 29, 2016 (Saturday), Customer's order was delivered at 11:18AM PST.
2)Customer returned the Video Pen claiming it was faulty.  We viewed the videos Customer had left on the Video Pen found that the Customer had not lowered the lens cap (cap that covers camera lens) resulting in poor video.  We further tested the Video Pen by making a sample video (with lens cap lowered) resulting in a high quality video.  We have retained these videos for evidentiary purposes.
3)Customer requested a chargeback though his credit card company.
4)When Customer placed his order he agreed to our Terms & Conditions two of which are as follows:
A)All sales are final.
B)Customer entered into a sales contract the breach of which would result in collection action with fees added.
5)We are in the process of referring Customer's account to collection which is the reason for his complaint.
 
Thank you.
 
C. H[redacted]
The Spy Store, Inc.

Customer ordered the GPS-4X the description of which clearly states (in bold blue lettering at the top of the page) it is not a real-time tracker and goes so far as to provide the model number for a real-time tracker (see below): WATERPROOF -- BUILT-IN MAGNET -- PC & MAC COMPATIBLE -- NO...

MONTHLY FEES -- MADE IN THE USA  You will know everywhere the vehicle drives, every address it stops at, the time it stopped and the time it left!NOTE:  The GPS-4X is a GPS Logger (stores car location every second car in motion -- you will see GPS driving data after you remove from vehicle).  If you need a real-time GPS tracker, order the GPS-SC3. On Friday, June 30, 2017, we spoke with Customer and advised that we considered equipment used once it was delivered and that we do not ship or sell used equipment (as we would not have shipped you used equipment). We further advised that we could not accept the return of the used equipment (regardless of Customer desire to purchase other equipment) as the equipment was used which precludes us from selling it to another Customer. In addition, we asked Customer what he would have us do with the used equipment as we could not re-sell it and as such, did he expect us to incur the loss. At that point Customer became very unreasonable and started screaming obscenities. That said, we shipped Customer the equipment (GPS-4X) he ordered online and cannot be held responsible because he did not read the product description before ordering. Furthermore, we cannot accept the return of used equipment for exchange. If additional information is required, please advise. Jacob M[redacted]The Spy Store, Inc.

Customer is selectively quoting parts of our Terms.The Terms section regarding returns is as follows:RETURNSDue to the nature of the products/equipment that we offer, all sales are final.All returns (including service returns) must have a return authorization number (request by email).  Shipping is non-refundable.  Any returns sent without a return authorization number will be refused.  A copy of the buyer's original receipt must accompany all returns and all returns must be in the same condition as when shipped and must be complete (i.e. original product box, product packing, product manual, power supply, etc.).Any returns that we authorize (such as a service return or if we shipped the wrong unit) must have a RA.Furthermore, the first sentence clearly states ALL SALES ARE FINAL.There is no contradiction.That said, we will not issue a RA for Customer's return nor will we issue a refund.

Complaint: [redacted]I am rejecting this response because:
1.  I was charged 100 for postage and handling for next day delivery by FedEX.  The item was purchased on Thursday afternoon 27 October 2016 by phone from my office on [redacted] (AFB).  The item (the size of a writing pen) was not shipped until the following afternoon at 4:08PM.  It arrived at JBLM after the customer service desk closed at 1100 hours.  The package was not received and logged in by the mail clerks until 29 October 2016, though it did make it to the building 15 minutes after the customer service desk closed.  I signed for it later Monday morning.  Attached is the record of the package coming in to the post office.  This is not when I signed for it, only that the package was received and was sorted on my shelf.  The post office was closed on Sunday so the mail was not sorted until Monday.  Next day delivery does not mean I will ship it the next day, it means I will send it now and it will get their the next day.  He quoted me an exorbitant amount of $40 dollars to ship it next day.  What he charged me was $100.  I would not have agreed to this price, but it was not disclosed.  This cost me four more days of leave, I had to cancel my flight, I needed to book another flight, I had to cancel my rental car reservation in Europe and create a new one, same with hotels, and it caused a lot of unnecessary stress in my life.  See attached document from the postal employees who sort the mail. 
 
2.  The item received was used, there were seven videos shot by the previous owner in July though I re-bought it on 27 October.  I left two of the seven videos on the device as proof. Selling an item which was already used at least seven times does not constitute new.  I did not run the device to see if other deleted videos were on the item, they may be more.  No deleted does not mean removed, it just changes the status so you can write over them.  The item is used and I was steered away from the item I wanted for this "Superior Item" to clear used merchandise of the merchant's shelf screwing over a U.S. Service Member, who the merchant has engaged in means of intimidation in order to screw me just for returning the used item.  he put a lean on my home, notification to all three credit reporting companies, and intimidation by attempting to use my command against me.  This long string of unethical behavior by this merchant must stop.
 
3. The item is far inferior to the item I wanted to purchase, similar to the button hole cameras I used.  This pen is flimsy, shoddily constructed with loose tolerances, a narrow frame of focus when he promised it was "wide angle", and worse yet, it does not work well enough for me to see my daughter's face at 18 inches, nor hear her voice.  He understand he was selling me a crap, and did so intentionally, understanding the seriousness of why I needed to record evidence of abuse to get my children back in the USA.  I meet with my senator and congressman this next week and have no video testimony, the whole reason for the 10 days of leave I took and the expenses I paid on this trip.  After all this I have been put through to prepare for this meeting, I have no video, a lean on my property, suffered harassment by the merchant, and he might have damaged my credit score, because I returned an item he sold me as new, which he assured me next-day delivery, which he failed to perform.  He took advantage of me because I am a US Service Member and he was well aware of this and that he was shipping the item to a military base and why I was using the item, and what lighting and where I would use it.  We talked through all this when he kept telling me this new (and he did use the term new several times) item is far superior to the item you are looking at.  The item was not purchased on line as he referenced, it was over the phone.  Something most be done to stop merchants who abuse US Service Members, just because they can. Sincerely,CPT [redacted]

Review: This item was a xmas gift to a grandson which cost $149.00 and was ordered on line. It was unexceptable in appearance. I spoke with their representative who told me I could not return it as I had checked off a box that said I was accepting their terms of not being able to return it. I said to them that I never checked off any box.

He told me that it was just to bad for me. It is very possible that they checked off this so called box on their end so that it could not be returned.

I am an 83 year old veteran and I don't buy gifts costing $100.00 or more. I feel retailers occasionally have to understand their customers positions and give in to their

requests. The item was never used and is still in the original box and wrapping.

I was also told to sell it on [redacted] for a discount.Desired Settlement: Like I said in the above paragraph the retailer has to occasionally understand a customers position and problem and to give in to the customer.

Business

Response:

In response to this complaint: