United Defense, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: First of all I am not married nor have I ever beenThe seller claiming my wife responded is just a blatant lie on their part making up things and my main complaint remains unsettledThey still have my review on their website edited by them and refuse to upload the unedited version or take it down, or even respond to anything about the edited review regardless of how many messages I have sent them about itAlso the company never answered my calls so they have no proof of a wife actually callingThe only way I could ever get a response from them was through messages and that was allThey are an unscrupulous company that tries shifty tactics and this is clearYes they did send me a refund for the rope but it took filing a Revdex.com complaint for just an $refund to happen when any other company at the first message simply wouldve asked the items be returned and a refund be given but instead it took message after message just to get them to even acknowledge there was any problem at allYes they did send me a replacement gas mask however I had to replace the eyepieces at my expense as they were so scratched up you couldnt even see through themHowever again my main complaint is that they edited my review without permission and have yet to take it down or even acknowledge they edited itEven my other reviews that were uploaded have yet to even be posted at all except for one very positive reviewNone of my reviews contained any profanity or any rude language at allI pride myself on my honest reviews but instead of just sending me a message saying they would resolve the issues as they should have they instead chose to upload one positive review but then chose to edit and upload another review so that it would show only the positive parts of my review clearly completely altering what I said from being a somewhat negative review but stating how it was a good deal to editing my review to make it overwhelmingly positive which takes my review completely out of context and infuriates me to no end making me completely lose faith in this company as if that had not happened already given how they are trying to lie and cover it upI do believe their customer's or potential customers deserve the right to know that I was shorted meters of rope even though what rope I received smelled of dead fish and looked worn and was sent a gas mask that had bugs inside of itAny other business wouldve just simply said something along the lines "we apologize for the mixup please send the items back and we will refund you"I know as both a seller and customer that is really all it takes to do good business and have a repeat customerI was more than willing to spend thousands with this company but given their conduct thus far I can only sadly say I will never do business with this company ever again and will certainly advise family and friends to go elsewhereI mean honestly I wasnt asking anything outlandishI wasnt trying to extort money or anythingI wouldve been more than willing to send both items back for refunds yet instead of it being a simple return process and me placing more orders they tried to throw me for a loop and post one my reviews edited to their liking while not even posting my other reviews simply because they were negative however none contained any profanityIt just speaks volumes about the company and to their dishonesty as a business Regards, [redacted] ***

Money refunded in fullReturn policy clearly stated on websiteThese mags are sold as reproduction mags Police officers have purchased We have sold many thousands[redacted] seems to be the only unhappy customer Lots of repeat purchasesDoris M

Dear Revdex.com,First I apologize for not responding to this sooner Unfortunately every single email from the Revdex.com.org domain was being flagged as SPAM It would appear my secretary found one and due to international travel arrangements, I was not able to respond until now After looking at this order, this customer purchased two of our MGrease Gun magazines We have produced over 250,of these magazines and currently three firearms manufacturers use this magazine as their OEM magazine The customer called on 9/and stated the 30rd magazines were "20-round" magazines, which is not the case He clearly bought the wrong magazines for his gun based on the complaint here, and had he explained this to our customer service this would have went a lot easier for all involved.Since the customer told a lie, claiming that the magazines he was sent were "20-round" magazines the return process was quite different The returned product was first opened by our mail room and then was turned over to our Q/A department, solely because of the claims made by the customer This resulted in a few extra delays as we wanted to ensure that there was not in fact an issue with the body of the magazines he was sent There were no issues found and the customer was issued a refund on 9/23/ Had he simply told us he ordered the wrong magazine, when the return was opened up, it would have resulted in a refund the same day We have a very clear policy for how to handle issues and his claim that was clearly not true was what caused this delay.The customer has had a refund posted for the purchase of the two magazines We also incurred costs as our contract for production of these magazines states that when we receive a complaint about the physical properties of the magazine, we need to have them laser scanned and compared against master drawings Had the customer not misled us, we would have been happy to have issued the refund much sooner

[redacted] has been a problem customer since the first order he placed with our company Every single order he has placed he calls with problems When we offer to send return tags, he refuses and says he wants to keep the item but wants a credit back to his card for the problems he calls with After this happening with a half dozen orders, [redacted] was told that we are sorry but we cannot meet his needs, that we are not capable of the standards he needs, and he should shop elsewhere He tells customer service that he can't because we are the only company with the items he wants at a good price.Against my better judgement, I told my staff we could continue to process orders from [redacted] as I felt he may act more reasonable when ordering from us This was the case for one or two transactions, then he reverted back into his pattern of buying something and upon receipt calling and berating staff We have multiple recorded customer service calls where [redacted] was rude, disrespectful, and unpleasant with the ladies who man the phone bank These calls would inevitably be escalated, causing disruption and adding costs to each and every order he placed - to the point where we were losing money every time [redacted] placed an order.After being told he could not order any longer from us, [redacted] began to use his account on our website to post vulgar, profane, and abusive reviews for products -- most of which he did not even buy This was escalated to me, and I removed [redacted] from our system so he could no longer abuse his account The actions of [redacted] could have been prosecuted under the Computer Fraud and Abuse Act, but we chose to simply terminate his account, as we do not want anything more to do with [redacted] as he is a problem customer and we reserve the right to refuse service to people who abuse, malign, and degrade our employees or business

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I would like to have proof of my vulgar and insulting comments , most of my complaints were in e-mails and I have recordings of all my phone callsI assume that they have the same thing and I am able to stand behind all my comments I will complain to the State Attorney and sooner or later , you will have to prove your allegations of misconduct regarding me I have enough evidence to prove you wrongI do not want to do business with you anymore but to steal my points under pretext is unacceptable.You have never offered return tags , I have specifically asked who is paying for the returns ( which I would have gladly returned ) and your people told me that I have to pay, that is the reason I have compromised and accepted some refundIndeed I do not like to return merchandise I would rather receive the merchandise that I expectGas masks ordered Large , received small sizeMachetes were reported 20inch blade and they were 15inch blade, French police jacket described as *** , it is not made of ***, French Pants described as ***, not made of *** , Body armor , ordered XXL , received XXXL and different brand In all instances I have informed you and posted reviews that reflected the truthPlease show me where is the vulgar or the insulting in all of this ? What a sad joke indeedI asked you the owner of the company to give me a call , I thought that may be you do not know what happens to your customersYour attitude reflects your company .You took what is belonging to me
Regards,
*** ***

Dear Revdex.com,We have fully researched this complaint and find the complaint that the customer initiated does not contain all of the factsFirst and foremost, our return policy is available and linked to from every page on our website: http://www.***.com/returns/You can see the exceptions to
the return policy make it very clear that we do not do any refunds or store credit on any surplus itemsThe bag that the customer purchased was a British Army military surplus bag, which out of the thousands of them we've imported and sold he was the only customer who was unhappy with his purchaseThe British Government pays over $for these bags when purchased brand new, and those who have bought the surplus bags we buy from the British Government recognize the incredible value these bags represent and have been thrilled with their purchase.This customer was granted a wavier of this return policy and has already received goods from his store credit. The goods he received were brand new, despite our official posted return policy stating that military surplus items would be eligible for exchange only not refund or store credit.We have never offered refunds on shipping fees for items that a customer returns because they do not like the itemWe subsidize some of the shipping cost, and if we offered returns of shipping fees to orders where customers just didn't want their purchase we would not be able to remain profitable without dramatically increasing our prices for goodsWhen we make a shipping mistake or an item gets damaged in transit, we always cover the cost of shipping. When a customer feels they do not want something after receiving it, for any reason, we do not refund shipping fees. We do not charge any restocking fees or any other fees for return of goods, we simply do not refund shipping fees

This was the order in question with the two items she had issues with marked with an asteriskThe rope was refund in full and a replacement gas mask was shippedWe have sold a large quantity of both items and this was the first complaint The above customer never called it was his wifeI am
surprised she contacted you as we cooperated and took care of her issues immediately,BTP Arms Staff

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The business failed to respond to the true allegation that the item was missing parts and was not as shown in the advertisement.  This is the definition of false advertising.  The issue is not that the item is used military surplus, it is that the item was not as advertised and was missing parts clearly shown in the advertisement and referenced in the text of the advertisement.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The item description states that these would work for my gun. However, upon reception, they would not lock into my gun. The description does not state that they would have to be modified to operate in my gun. I communicated this with the company and was told to send them back for a full refund. They did not actually give me a full refund, and were quite rude over the phone about it. It actually cost me $23 and I have nothing to show for it, while they have the merchandise back. So basically, I lost money for nothing. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
First of all I am not married nor have I ever been. The seller claiming my wife responded is just a blatant lie on their part making up things and my main complaint remains unsettled. They still have my review on their website edited by them and refuse to upload the unedited version or take it down, or even respond to anything about the edited review regardless of how many messages I have sent them about it. Also the company never answered my calls so they have no proof of a wife actually calling. The only way I could ever get a response from them was through messages and that was all. They are an unscrupulous company that tries shifty tactics and this is clear. Yes they did send me a refund for the rope but it took filing a Revdex.com complaint for just an $8 refund to happen when any other company at the first message simply wouldve asked the items be returned and a refund be given but instead it took message after message just to get them to even acknowledge there was any problem at all. Yes they did send me a replacement gas mask however I had to replace the eyepieces at my expense as they were so scratched up you couldnt even see through them. However again my main complaint is that they edited my review without permission and have yet to take it down or even acknowledge they edited it. Even my other reviews that were uploaded have yet to even be posted at all except for one very positive review. None of my reviews contained any profanity or any rude language at all. I pride myself on my honest reviews but instead of just sending me a message saying they would resolve the issues as they should have they instead chose to upload one positive review but then chose to edit and upload another review so that it would show only the positive parts of my review clearly completely altering what I said from being a somewhat negative review but stating how it was a good deal to editing my review to make it overwhelmingly positive which takes my review completely out of context and infuriates me to no end making me completely lose faith in this company as if that had not happened already given how they are trying to lie and cover it up. I do believe their customer's or potential customers deserve the right to know that I was shorted 200 meters of rope even though what rope  I received smelled of dead fish and looked worn and was sent a gas mask that had bugs inside of it. Any other business wouldve just simply said something along the lines "we apologize for the mixup please send the items back and we will refund you". I know as both a seller and customer that is really all it takes to do good business and have a repeat customer. I was more than willing to spend thousands with this company but given their conduct thus far I can only sadly say I will never do business with this company ever again and will certainly advise family and friends to go elsewhere. I mean honestly I wasnt asking anything outlandish. I wasnt trying to extort money or anything. I wouldve been more than willing to send both items back for refunds yet instead of it being a simple return process and me placing more orders they tried to throw me for a loop and post one my reviews edited to their liking while not even posting my other reviews simply because they were negative however none contained any profanity. It just speaks volumes about the company and to their dishonesty as a business.
Regards,
[redacted]

Money refunded in fullReturn policy clearly stated on websiteThese mags are sold as reproduction mags.  Police officers have purchased.  We have sold many thousands.[redacted] seems to be the only unhappy customer.  Lots of repeat purchasesDoris M.

Dear Revdex.com,First I apologize for not responding to this sooner.  Unfortunately every single email from the Revdex.com.org domain was being flagged as SPAM.   It would appear my secretary found one and due to international travel arrangements, I was not able to respond until now.   After...

looking at this order, this customer purchased two of our M3 Grease Gun magazines.  We have produced over 250,000 of these magazines and currently three firearms manufacturers use this magazine as their OEM magazine.  The customer called on 9/11 and stated the 30rd magazines were "20-round" magazines, which is not the case.  He clearly bought the wrong magazines for his gun based on the complaint here, and had he explained this to our customer service this would have went a lot easier for all involved.Since the customer told a lie, claiming that the magazines he was sent were "20-round" magazines the return process was quite different.  The returned product was first opened by our mail room and then was turned over to our Q/A department, solely because of the claims made by the customer.  This resulted in a few extra delays as we wanted to ensure that there was not in fact an issue with the body of the magazines he was sent.  There were no issues found and the customer was issued a refund on 9/23/2015.   Had he simply told us he ordered the wrong magazine, when the return was opened up, it would have resulted in a refund the same day.  We have a very clear policy for how to handle issues and his claim that was clearly not true was what caused this delay.The customer has had a refund posted for the purchase of the two magazines.  We also incurred costs as our contract for production of these magazines states that when we receive a complaint about the physical properties of the magazine, we need to have them laser scanned and compared against master drawings.  Had the customer not misled us, we would have been happy to have issued the refund much sooner.

[redacted] has been a problem customer since the first order he placed with our company.  Every single order he has placed he calls with problems.  When we offer to send return tags, he refuses and says he wants to keep the item but wants a credit back to his card for the problems he calls...

with.  After this happening with a half dozen orders, [redacted] was told that we are sorry but we cannot meet his needs, that we are not capable of the standards he needs, and he should shop elsewhere.  He tells customer service that he can't because we are the only company with the items he wants at a good price.Against my better judgement, I told my staff we could continue to process orders from [redacted] as I felt he may act more reasonable when ordering from us.  This was the case for one or two transactions, then he reverted back into his pattern of buying something and upon receipt calling and berating staff.  We have multiple recorded customer service calls where [redacted] was rude, disrespectful, and unpleasant with the ladies who man the phone bank.  These calls would inevitably be escalated, causing disruption and adding costs to each and every order he placed - to the point where we were losing money every time [redacted] placed an order.After being told he could not order any longer from us, [redacted] began to use his account on our website to post vulgar, profane, and abusive reviews for products -- most of which he did not even buy.  This was escalated to me, and I removed [redacted] from our system so he could no longer abuse his account.  The actions of [redacted] could have been prosecuted under the Computer Fraud and Abuse Act, but we chose to simply terminate his account, as we do not want anything more to do with [redacted] as he is a problem customer and we reserve the right to refuse service to people who abuse, malign, and degrade our employees or business.