ComplaintsforLA Police Gear, Inc.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order was placed on December 11, 2022 Item was said to be delivered in 10 days which is why I ordered it for Christmas.Todays date is January 19, 2023. And it's been 30+ days since I ordered the item. There has been no solution or tracking number sent to me since I reached out to the company.I am completely NOT SATISFIED with my service and order.

  Business response

  01/25/2023

  Hi ******,
  
  Apologies for the delay in your shipment. The boots you purchased are drop shipped from our vendor and may take longer than normal to fulfill/ship. We try to be extremely transparent in informing customers of possible delays that our outside of our control. We do have two notification on that product page, which have been attached here. It does appear the vendor received the request to fill your order, but have not done so yet. If you would like, we can request to cancel it. Otherwise you will have to wait until they fill it. We will try to get every update we possibly can from them on when this will happen, but are at their mercy at this stage unfortunately.
  See Attachment/File: Capture

• Initial Complaint

  10/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  La Police Gear is the worst company to deal with. Sure they have good prices but the customer service and the shipping are ridiculous. Never does an item come within 6-12 months so, if your needing gear you wont get it till next year and if you need to return an items that never came then they will still charge you but have no idea what they sent you so you cant get instruction to return very late items. This is the worst company ever and they should be held accountable for this horrible service. Items that come that late without notice of ship times and then cant give you instructions to return items that came over a year later but still making you pay for them ought to be band from doing business. I have sent them a request to cancel all orders that we back ordered and they didn't do it which has been a consistent trend and i have asked them to remove us from their account and all i want at this point is to have All charges removed All order Canceled a Return slip for the shipment they sent and to never contact me again. An it seems so hard for this company to do.

  Business response

  11/15/2022

  Business Response /* (1000, 5, 2022/10/19) */ Hi*********, Very sorry to hear about your experience and frustration, especially since we have been working together for a while now. For manual orders, we are only able to give estimated dates on when backorders will arrive or ship. Sometimes they will take longer than anticipated. We are at the mercy of our vendors and also dropship vendors as well. We try very hard to give an accurate picture of when something will arrive or be shipped for these orders. I do see quite a bit of correspondence with our team, where you had an attachment they could not open and also were trying to determine exact order numbers from you so we could set up the RMA for the correct order/items. Unfortunately they were not able to quickly and accurately obtain this information from you, and were instead met with hostility. We understand the frustration and want to ensure working with the team is as easily and seamless as possible. We care about our customer who protect and serve the communities and country. We have requested that the two remaining orders you have with dropship items on them from our vendor be cancelled per requested. For now, your account has been blocked as well. We hope that we can mend this relationship down the road. -Best regards Consumer Response /* (3000, 7, 2022/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not taking responsibility for their any of Their actions in providing basic customer service needs. Also, I have not received a return slip for the last shipment they sent me or a statement/ invoice showing $0.00 balance due to LA Police Gear. Also, I have repeated that order # and sent multiple emails to them about the order they sent me which they somehow cannot figure out. I mean I don't know how many times you need to tell someone the same information before they figure it out. And they are acting like I never told them in the statement above. Yes, I got frustrated because I can't get a simple information from them. I want to know why they can't send me a return slip for the items they sent me last so I can return these items returned and close my account. I know they "blocked" my account but ok what does that mean, do we owe them do they want their stuff back? This company acts like they are so innocent when they are not! I would please like my return slip for last shipment and a statement showing our company does not owe them anything else and proof my account is closed. sorry if I do don't trust this company since they have proven to me a lack of trustworthiness, integrity and customer service. Business Response /* (4000, 9, 2022/11/08) */ Hi*********, We absolutely take responsibility if something on our end happens, if/when that time comes. We have tried to work with you a lot over the last month or so but keep getting met with hostility when we try to gather basic information from you to determine how to move forward. Sometimes accounts are under different information. It is in everyone best interest to get this resolved quick and amicably. The team kept getting sent an attachment from you they could not open and repeated that. They very much wanted to assist you. Our accounting team has been reviewing your account and notes that when wire transfers are involved and either duplicates or overpayments, such as they are finding when reviewing your account, it becomes complicated. They have applied all the necessary amounts to each invoice they located and there is a balance of -$399.01. So you will not receive anymore emails regarding paymetns due since the account is owed funds. Sending you an email shortly to the email address you used on here for a return label to send anything else back you would like. If you would like a check made out for the owed balance of $399.01, please email *************************** with the remit name and mailing address so we can make sure to get that sent out and the balance drops to $0. FYI Our accounting team is stating that the refund will go to the State of Nevada since they are the ones who paid for the. Consumer Response /* (2000, 11, 2022/11/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) A return slip for the items delivered a year after ordered was finally sent. These Items will be sent back ASAP. If this company would have just done this in the beginning when I asked, then it wouldn't have to come to this complaint. I really don't understand the negative balance but ok. As long as we don't owe anything else and any other outstanding items from years ago have been canceled then we are all good!

• Initial Complaint

  09/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered four pairs of pants from this company and paid for them and they sent me one pair of pants one day and then two more the next day and I wonder what happened to the fourth one so I've been emailing them and calling them and they refuse to answer my emails and they won't send me the pants or answer their phone calls. Basically they ripped me off for a pair of pants and I want the item that I paid for an explanation about why they just decided to totally ignore me and just take my money and only send me three pair of pants when I pay for four and why would they send them in separate packages every day instead of sending them all at once?

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/09/22) */ Hi ********, We do not ignore our customers or refuse to respond in an case. Our customers are very dear to us, especially because of the nature of their service to us, the communities they serve and the country. Appreciate your patience as we try to serve everyone to the highest standard possible, which takes a little longer than we would like at times. In reviewing your 11 emails since this Sunday and looking into your order, we see that you chose the ****** Fulfillment option. This Method routes orders for shipping directly from ******. When checking out, it listed the estimated delivery of all the items as 10/31/2022, which is why you haven't received all of your items yet. We are still within that window to fulfill and we also do not control how ****** ships orders unfortunately. Sometimes items are shipping from multiple of their locations, which could explain multiple shipments you received. Attached snipping's. Regardless of the method you chose still being within the 10/31/2022 receiving window, we have set up a replacement order to be sent to you directly from our company warehouse. This order should ship today and you will receive tracking information. We will also be partnering with ****** to make sure they know it will be shipping from us and to not ship the pending one from their side. Thank you ********, have a great rest of your week. Consumer Response /* (3000, 7, 2022/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's a complete and total falsehood and ****** has nothing to do with this at all I had not select anything to do with ****** and if you do that you never have any problems because ****** is reliable and they also stamp their company name all over the package if you get it from ****** but I did not get the packages from ****** I got them directly from this company and they finally sent me another pair of pants and it was the wrong size I just got it yesterday. I don't understand what's wrong with this company but they owe me a pair of pants size **** not size 30 30 and I don't understand why they send one package one day and then the next day they send one and then they refuse to send the final one until yesterday and they send me the wrong size Business Response /* (4000, 9, 2022/09/27) */ Hi ********, Very sorry you feel this way. ****** has very much to do with your order since you chose the ****** Fulfillment option during checkout. That means your original order was set to ship directly from them and not the LA Police Gear warehouse. Attached another snipping showing that method you chose during checkout. This means ****** does in fact decide how your order ships and how many packages that may be, not LAPG. The snipping we provided previously, showing one more items remaining, was the information from ******s end as well. Yes, as stated before as well we were sending you the remaining item from our LAPG warehouse, so you no longer had to wait until the timeframe you chose at checkout which was 10/31/2022. The remaining item sent was a 30/30 because that is what you chose for you order for that specific item/size combination. Attached a snipping from the list of items from your order. At this time, we will send you the ***** ***** since that is what you want, even though that is not what you ordered initially. We humbly request you check your order shipping method and item list prior checking out with future orders. This will help reduce any miss understanding or frustrations. You may additionally log into your account on our website to see your purchase details as well. Have a great rest of your week.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a flashlight holder and the description on your website said that size 3 would fit my particular flashlight ******************** I received the item and tried to fit my flashlight which it didn't, couldn't close the flap. I wanted to do an exchange for the size 4 which was clearly out of stock in the style I wanted. So I requested a full refund and sent messages and email. A individual of the name ******** responded and said they will waive my shipping fee and to reach back if it wasn't correct. I received my refund from lapolice gear and it was only $15 when I paid $37. I called 9/16/22 and spoke to a individual on the phone name ******** and told her of my issue and she said she would process the refund that same day and it would get refunded to my PayPal credit, and still nothing. I've tried to call and can't get anyone to answer the phone and I've done the chat online with nobody answering. Also sent email again and no response. Order number *******

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/09/21) */ Hi ****, After reviewing your correspondence with the team, we have gone ahead and initiated the remaining refund for your order via the dispute you initiated in ******. The finalizing of this will be on the******* team to handle. You may log into your portal for******* to see the status of this or reach out to their team. Apologies for the headache in processing the one time exception for your return amount regarding the return shipping fee. Have a great rest of your week. Consumer Response /* (2000, 7, 2022/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Sounds good.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a 5.11 Tactical SB Duty Belt ***** on 7/19/2022. I later received an email saying that it was shipped. By 7/26 I hadn't received any shipping information and no delivery. I then received an email that I can go pick up the belt in Valencia, CA, which is too much of a drive. I called them and told the lady to send me the belt. She said I'll receive the belt in 10 days. That was about 7/27. I still have not received the belt, no communication from LAPG. And my CC has been charged $65.70.

  Business response

  10/13/2022

  Consumer Response /* (-5, 5, 2022/08/17) */ ***Document Attached*** Business Response /* (1000, 6, 2022/08/17) */ Hi ****** Thank you for reaching out. I see you placed your order on 07/19 and the method selected was "Pick-Up" when checking out (included snipping). Also see the Email notifications you were sent on 07/26 was the "********************* Order is Ready" for pick up. See another one sent on 08/10 (attached snipping's). Apologies for the order not reaching you since your communication with the team. We have have refunded you in full (attached snipping). have a great rest of you week. -LAPG team. Consumer Response /* (2000, 8, 2022/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 pair of pants almost a month ago month ago and just 2 days ago I received an email after trying to call And chat with someone on the company's website website I received an email saying that my package has been shipped With no tracking information only stating that it will be delivered to Amazon fulfillment

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/07/25) */ Hi *******, Apologies for this gap in communication regarding tracking. When orders are shipped, the tracking informaiton is typically forwarded right then and in an email format. We have been working on resolving an issue in communication with Amazon Fulfillment and some orders that may have gotten caught up in that. Your order may have been one of those and we are very sorry for this. I am showing that you were able to reach us and we did refund you on 07/19/2022 for the entire amount of your order. Have a great rest of your week.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 17, 2022; I placed an order (#******** for a pair of Rocky Ridgetop Gore-Tex Waterproof Hiker Boots in size 13 (along with a pair of womens pants that has yet to be delivered). I received a pair of 8.5 boots. I have emailed the company on 5/23/22, 5/25/22 and 5/27/22 after several website emails to them. The Company responded to the website emails requesting more information (send the order number, send your name, send specific pictures, etc. to the email address). But when we emailed them on the 3 dates above, we still do not have a response. We paid when we placed the order and we simply want them to ship the correct size or refund the full amount plus any shipping costs.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/06) */ Hello, Thank you for your patience. We apologize for the issues you've experience with your order. The boots in the correct size will be shipping directly to your from the manufacturer's warehouse. Also, a prepaid****** return label has been sent to your email. ************************************************************************************************************ We are happy to send a replacement pair if you still haven't received them. Once again, we apologize for any inconvenience this may have caused. Consumer Response /* (3000, 7, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately I can't accept this response from the business because their resolution does not match what they sent to me via email after they responded to my BBB complaint. They sent an email stating they will issue a refund for the wrong size boots. I am now left to wonder, am I waiting for the boot size that I ordered or are they refunding me? Their lack of communication and/or confusing communication is the heart of my issue. Business Response /* (4000, 9, 2022/06/16) */ Hi ****, Apologies the vendor sent you the incorrect size and for the unclear communication initially. Contacting our customer service and filing a complaint on the BBB, there are different individuals handling both so depending on the timeline there may not have been communication between them yet or not have seen the other communication yet. You have been refunded the amount for the boots, $106.25, on 06/08/22. Please see the attached documents, which is what I see on our end, and compare to your records. Hope that we can mend our relationship and that the vendor will send you the correct size boot next time. Thank you. Consumer Response /* (2000, 11, 2022/06/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have verified that a credit was issued to my original form of payment. Thank you.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased several items online from LAPG in the past. I had problems with FEDEX locating my address on a couple deliveries and wrote LAPG Around December 2020 expressing my concerns and asked that they send future shipments via UPS, because FEDEX was not able to find my address. I then purchased a rifle scope online from LAPG (#*******) in February 7, 2021. This item was again shipped via FEDEX (against my precious request). Again, the driver was not able to locate my address and the delivery was delayed. The FEDEX driver eventually called me to clarify my address. Because I was out of town and not able to secure the package, I told the driver to return the item to LAPG. On Feb. 22, 2021 I emailed LAPG asking about my refund. They basically responded "We are not notified in customer service when a return to sender package comes back"!! I sent another email June 5, 2021 and more via LAPG online correspondence section. No one took the time to investigate what happened to the returned package and process my refund. I wrote them again this last week and explained that I have contacted them several times regarding this return/refund, but no one has helped me. I forwarded a string of emails to show I made attempts to remedy this problem last year, and it appears LAPD staff did not take the time to research my complaint appropriately. I just received a response from LAPG saying there was nothing they could do because this purchase was from February 2021. I feel I did make the necessary attempts within a timely manner to address this problem. Unfortunately, LAPG staff failed to address the problem and responded by saying it was the responsibility of another department and basically dismissed my complaint!!! My bad, I trusted that their system would eventually process my refund.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/05/04) */ Hi *****, Per our emails, even though we don't have a record of the item coming back to us, we have gone ahead and credited your account the amount and returned the 30 dollars worth of points. We are unable to refund since we are a year and three months beyond the original transaction date. We only have a short window to actually refund a card. We are currently trying to find you some great gear to use your credit on. If you don't use the credit right now for anything, it will turn into a credit code and sent to you.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order number XXXXXXX placed April 18th, 2022. Credit card has been charged for the full amount of the order. Two email inquiries re: order status sent to *******************; no reply was received. Reached out by phone April 22nd and spoke with a very nice representative who apologized for the delay and indicated I would be receiving a follow-up communication via email; no subsequent email was received. Based on information on the company's web site re: shipping times, I anticipated a delivery within one week; my request is for an order cancellation and refund. Thank you.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/05/02) */ Hi *******, Apologies for your frustration. When orders are placed on our site, the amount is authorized only initially. Once orders ship, the amount is captured and the authorization drops off. Included a snipping showing the different authorization then capture from your order. I see your email to us on 04/23, but by that time you order had already been shipped. Since you chose SmartPost (economy), it can take up to 10 business days to arrive once shipped. We usually suggest selecting a different method if anyone needs their gear within a specific time frame. Looking at the tracking, I am showing your order is scheduled to be delivered 05/05. Once it arrives, we would be happy to refund you once you send the item back to us. Below is our site to be able to do this. ******************************** Consumer Response /* (2000, 7, 2022/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for sharing the tracking number, which does indicate that the package is on its way, and thank you to BBB for providing this important and helpful service.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number ******* was placed on February 19, 2022 for a total dollar amount of $80.89 and this order has never been received. Confirmation emailed to me on February 28, 2022 indicating that the order had been shipped. Email had no tracking number listed in the email. I received an email on March 10, 2022 stating that the tracking number with ***** is ************ and that email stated that ***** was unable to deliver because nobody was available to receive the delivery. That statement was difficult to believe because the delivery address is an actual ***** store. So unless the delivery after or before regular business hours, the email does not make sense. Email stated that package was sitting in a ***** facility in ****************. When I called ***** on Friday the 11th of March, ***** told me that the package is lost. They created case number ********** to audit and investigate the matter because their rendition of events is different from what LAPG is communicating to me. LAPG stated that the order is in **************** but *************** stated the package is lost. I communicated this information to LAPG in an email on Friday, March 11th but LAPG has not responded to that email from me. I have formally requested a refund at this point for product which I paid for but it is product never delivered to me.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/17) */ Hi *****, Thank you for reaching out. Apologies for any delays in communication regarding your last inquiry, we have had a influx of inquires since the world crisis began. I do see that you were communicating with our rep ******** from March 1st-Marhch 10th though, regarding tracking your order and the status. In regards to what ***** having told you regarding the lost package and what ******** provided you, we go off of what we see on our end and our communication with ***** ourselves. On our end, your package does appear to be in ** (attached snipping). Since it appears your package is in fact lost and you opened a case with *****, we have gone ahead and initiated a full refund (attached snipping). We will be returning your reward points as well. Have a great rest of your week.

*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. ↩