ComplaintsforAtomic Defense

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  **To Whom It May *********** am writing to file a formal complaint against Atomic Defense regarding an order I placed on May 15, 2024. The details of my order are as follows:- **Product Ordered:** Ops-Core FAST Bump High Cut Helmet System - Multicam / Large: 22 TO 23-1/4 Inches - **Total Amount Paid:** $560.00 USD Despite placing my order correctly, I received an older model item that did not match the description or my expectations. I reached out to Atomic Defense through their limited email and text customer service options. They provided me with a **** return label.I sent the incorrect item back but did not receive any update on the exchange or refund until I followed up via text message. I was then informed that the actual item I ordered was on back order and that I would receive further updates. However, I received no updates since that communication. Instead, I received the exact same incorrect item again, including opened packaging and the same welcome gift as before.Currently, I am being told that my $560.00 refund is contingent upon the return and evaluation of the original item once more. This situation is unacceptable and has caused significant inconvenience and frustration.I request the following resolutions:1. A full refund of $560.00 USD without further delay or additional contingencies.2. Improved communication from Atomic Defense regarding the status of my order and refund.I hope the Better Business Bureau can assist in resolving this matter promptly.Thank you for your attention to this issue.Sincerely,*********************************** ************ ---Please review, engage with Atomic Defense, and support a resolution / future claim against this business.

  

  Business response

  07/08/2024

  Hello *********, We're very sorry you received the wrong item twice in a row, that was our fault and has been addressed with the warehouse. 

  At the time of your BBB message, your package was returned to us over the weekend. Not giving us any time to open the box and complete the refund.

  Today is Monday, and it will be inspected. A refund will be processed today. It is standard for any company to refund the item once the package is returned - not while it is still in transit and not returned.

  We see your original order was placed on May 15th. We show that your order arrived with the wrong helmet. We attempted a reship, which was also the wrong item. Weve troubleshooted with our warehouse, and it appears that they scanned the wrong items into the wrong location. We apologize for the inconvenience the warehouse issue has caused and have resolved the issue for future customers. We're very sorry this mistake happened to you!

  When we released your exchange order, we show we sent the following:The exchange order has been released to the warehouse. It's on backorder and is still being processed. As soon as your order is ready, we will ship it immediately.Unfortunately, once your exchange was received back we were out of stock of the Ops-Core FAST Bump High Cut Helmet System - Multicam / Large. We sent the return label to you for your most recent return on 07/01/2024.

  The return was received back on 07/05/2024 and your BBB review.  We generally process returns/refunds within 2-3 business days, but it has only been 1 and we will complete it today for you.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased an item on 1/31/2024 that was (per the website) in stock. Shipping on the website indicated "ships free within 1-3 business days." I have not received the item as of today (3/13/2024) and have stopped receiving communications from this company despite formally requesting to cancel the order multiple times through the website. Additionally, after the purchase of the product, my banking company alerted me to my PRIVATE INFORMATION BEING LEAKED on the "dark web." Buyer beware... this is likely a fake site that steals buyer's payment information. DO NOT PURCHASE FROM THEM!

  

  Business response

  03/14/2024

  You need to contact your bank to confirm.  You were refunded over a month ago, but do not seem to understand that: You filed a chargeback and already received the funds back to your account on February 13th. (See screenshot #1) 13 days after placing the order for an item that showed a 7-21 day delay and its location was also updated.  (See screenshot #2)
  The item you ordered, Streamlight TLR-7 Sub, has had the red delay on our website since November 2023. Once again, confirmed with logs it was there.
  Regarding your Dark Web claim, we dont see personal information or data so there is no way for us to see, track, or intercept that information.  Thats not how that works. It goes directly to your bank for confirmation without us seeing or transferring anything.  Thats how payment processors work.
  
  We show you purchased on January 30, 2024 at 10:20 pm. Our website states in stock items ship within 1-3 business days. We checked website change logs.  At the time of your purchase it stated Ships for FREE from ******, **********. Ships out in 1-3 business days unless delays are shown below in Red. and then had a Red delay below it.
  
  
  We show you used our automated order system to inquire on the status of your order three times on 2/12. We show *** emailed you on 2/12 regarding your order and noted the production leadtime of 7-21 days. 
  You then requested to cancel your order. We show we were processing your cancellation request on 2/12 and before the cancellation request went through you processed a chargeback with your bank, which in this case we are not able to process a cancellation or refund on a chargeback, because the money has already been taken out/refunded by the bank. You have to wait for your bank's response, because you filed a chargeback. 
  We have not stopped communicating with you. (See screenshot #3.) You had contact with us yesterday and we re-explained that we can not cancel your order due to the fact you opened a chargeback on this order. We suggested you could cancel the chargeback and we would cancel your order, but you denied this request. Im sorry you feel this was an unacceptable experience with us, while we have noted to you in emails, we have fixed the issue with our customer service delays, we are unable to further take action on your order at this time due to the bank chargeback having already withdrawn the money and already being back with your bank. 
  

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Never received my merchandise Charged my credit card. Wont answer phones. Generic emails. Basically stole my money 88.00 dollars. Refused to provide name who i talk to. Just want a complete refund. Place 8s a rip off.

  

  Business response

  07/11/2023

  **Your refund for $84 was already processed (See refund notification from Vin or call your bank to confirm) - regardless of this review. We were off on Saturday when you messaged us.**
  - Order was already canceled and refunded. See attached screenshot #1.
  - Advertised shipping and delivery for this item was 5-30 days. You waited 3 days before contacting us. See attached screenshot #2.
  - You selected Free Shipping, which was estimated to take 3-8 days for your state. See the website or checkout receipt.
  - Price was not $88. It was $84 out the door.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩