Tsunami350z
07-25-2006, 03:45 AM
I wanted to share with the Paintball community one of the worst customer service experiences I have ever had in hopes that I can save the rest of you the headache.
I recently purchased several items from Actionvillage. The items were shipped and I recieved all but one of the items, a freak barrel back. Instead I recieved a replacement lens for a Dye Invision Mask. I could understand if the wrong thread back was shipped or even another type of back, but a replacement lens? What level of incompetance is required to confuse a barrel back with a replacement lens?
Of course I called to get everything straitened out.
Actionvillage admited they sent the wrong part and that the mistake was entirely their fault.
Unfortunately, Action village has the AUDACTITY to make it their policy that even if they make the mistake and send you the wrong part, to require of the purchaser that the product they incorrectly shipped be returned to them before they will ship the purchaser the correct product. To add insult to injury, the purchaser must front the bill to ship the product action village incorrectly shipped back to them. They do say they will credit you for the shipping when they recieve the product. Forgive me if I contain my enthusiasm.
So, Action village expects their customers to endure the inconvienence of taking the time to drive to the post office or ups type store to ship the product, pay up front for the shipping, and then wait for them to process the return, another 24-48 hrs, before shipping the product they should have sent in the first place? Now that is FANTASTIC customer service for you.
What Actionvillage should do is immediately ship the correct product to the consumer along with a pre paid packing label and an appropriate shipping box for the item the incorrectly shipped to be ruturned. As the entity that made the mistake, it is absurd of them to place any more burden or inconvienence on the customer.
Now any online service with any concern about it's reputation as an online reseller of paintball products would do the right thing an make an exception? Wrong. The phone rep and supervisor both refused to budge. The topping on the cake is that now they are out stock on the barrel back no, so even if I accepted their offer to charge me for another back, to be credited when they receive the lens that they wrongly shipped.
So my goal is to save everyone else the hassel of dealing with this company. I am sure many have had no issue at all with Actionvillage, but if even a couple people reading this reconsider their purchase from them.
I make a lot of online purchases, I've seen mistakes made. I purchased a marker from www.pntball.com and there was an error. They corrected it without hesitation AND upgraded to 2nd day shipping to make things right. Most online resellers understand the fickle nature of the online customer and do the right thing. Not action village. They've lost a potential customer and if my campain against them is successful, they'll lose a lot more as the result of my efforts. Actionvillage will realize that their absurd return policy involving misshipped items is going to cost them.
Should any representative of Actionvillage read this. Step up and do the right thing, and I'll make sure that the paintball community is aware that, although it took considerable pressure, you eventually made the right customer service decision.
I recently purchased several items from Actionvillage. The items were shipped and I recieved all but one of the items, a freak barrel back. Instead I recieved a replacement lens for a Dye Invision Mask. I could understand if the wrong thread back was shipped or even another type of back, but a replacement lens? What level of incompetance is required to confuse a barrel back with a replacement lens?
Of course I called to get everything straitened out.
Actionvillage admited they sent the wrong part and that the mistake was entirely their fault.
Unfortunately, Action village has the AUDACTITY to make it their policy that even if they make the mistake and send you the wrong part, to require of the purchaser that the product they incorrectly shipped be returned to them before they will ship the purchaser the correct product. To add insult to injury, the purchaser must front the bill to ship the product action village incorrectly shipped back to them. They do say they will credit you for the shipping when they recieve the product. Forgive me if I contain my enthusiasm.
So, Action village expects their customers to endure the inconvienence of taking the time to drive to the post office or ups type store to ship the product, pay up front for the shipping, and then wait for them to process the return, another 24-48 hrs, before shipping the product they should have sent in the first place? Now that is FANTASTIC customer service for you.
What Actionvillage should do is immediately ship the correct product to the consumer along with a pre paid packing label and an appropriate shipping box for the item the incorrectly shipped to be ruturned. As the entity that made the mistake, it is absurd of them to place any more burden or inconvienence on the customer.
Now any online service with any concern about it's reputation as an online reseller of paintball products would do the right thing an make an exception? Wrong. The phone rep and supervisor both refused to budge. The topping on the cake is that now they are out stock on the barrel back no, so even if I accepted their offer to charge me for another back, to be credited when they receive the lens that they wrongly shipped.
So my goal is to save everyone else the hassel of dealing with this company. I am sure many have had no issue at all with Actionvillage, but if even a couple people reading this reconsider their purchase from them.
I make a lot of online purchases, I've seen mistakes made. I purchased a marker from www.pntball.com and there was an error. They corrected it without hesitation AND upgraded to 2nd day shipping to make things right. Most online resellers understand the fickle nature of the online customer and do the right thing. Not action village. They've lost a potential customer and if my campain against them is successful, they'll lose a lot more as the result of my efforts. Actionvillage will realize that their absurd return policy involving misshipped items is going to cost them.
Should any representative of Actionvillage read this. Step up and do the right thing, and I'll make sure that the paintball community is aware that, although it took considerable pressure, you eventually made the right customer service decision.