ComplaintsforLA Police Gear, Inc.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned an item that did not fit as described. It's been a week since they received the returned item using return label provided by them. I have yet to receive my refund of $98.55 billed to my cc and the $20 store credit used. I have tried contacting them through their website via email several times regarding this order and others where I did not receive my store credit refunds for orders that were cancelled due to being out if stock.

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/03/03) */ Hi ******, Thank you for reaching out. Our customer service team is working hard on catching up on inquires, so your patience is appreciated. Due to overwhelming returns this time of year and covid in the mix, it can take upwards of a week to process returns once they arrive at our facility. In regards to your refund, I am showing that you were refunded and the transaction was successful on 02/24/2022. Attached snipping's from our system and our merchants. It can take up to a few days for your card provider to apply that so it reflects on your account. As for your points, they show refunded on our end as well. The date on your portal will reflect 02/02/2022, since that is the date in our system the order was acknowledged. The dates may look odd since the system retains that date and just tags them as refunded. Attached a snipping from our end on that as well for your reference. We would be happy to help you directly, if you reach out to us and allow for reasonable time to respond to your inquiries. We appreciate your business and want to resolve matters as quickly as possible. Have a great rest of your week ******. Consumer Response /* (3000, 7, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is only after my constant emails to customer service. Over a week to process and issue a refund, is unacceptable. This is just one of many problems with many orders. I've been a customer for many years and have had to many problems with orders, and for what ever reason all my orders require manual verification, as if I'm committing fraud. Over 10 years of being a loyal customer and this is the treatment I get. Business Response /* (4000, 9, 2022/03/15) */ Hi ******, We can understand your frustration and do appreciate your business. If it wasn't for loyal individuals like you, we wouldn't be able to continue to do what we do. Our team needs to inspect returns, especially when they are high valued items, before the return/refund can be finalized. This process is done by most companies. We are very sorry the the delay in that process. In regards to the "Manual Verification", that is something our fraud protection service does itself and you are not being targeted specifically. Unfortunately we as a business were hit with a significant amount of fraud last year, which really hurt us, and have had to increase our awareness and review of orders. We do appreciate you and hope we can continue doing business together.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 25th of 2021 I ordered a level 4 armor plate from the website. It got lost in the mail, but due to the pandemic I assumed it was taking forever due to that. I have a friend that ordered body armor from a different company and it took him six months to get it so I assumed that that was what going on in my situation too. I recently emailed LA Police about it and they are telling me because I took too long, which I was simply being patient, in reporting a lost item, which I wasn't certain was lost, that the best they could do is give me 20 percent off and free shipping on a new order. I told them that I want a a plate shipped to me or a full refund or I'm getting the government involved. I don't think it's right I should have to pay for something I never received so that is why I'm reporting this incident. There is no way I would know if it was lost or if it was taking a long time on their end. I'm furious because my side of it I was being patient and to them I should have reported it earlier. If I can get my plate or a full refund I'm happy.

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/26) */ Hi ********, Thank you for reaching out. I see your order placed on July 25th 2021 and it shipped on July 27th 2021. When orders ship from our warehouse, automatic shipment emails are sent out with tracking. Attached a snipping of your order and shipping. Apologies if you didn't receive the email. Sometimes they may go to recipients spam or junk boxes. Since you selected the economy method, your order still should have reached you within 10 business days. As for your friend, if an item was drop shipped from our vendors or they signed up for a backordered item to ship when it comes back in stock, that is typically when it takes longer at times. Our in stock items are shipped right away. We unfortunately are unable to refund you at this point because we are outside of the window we are allowed to initiate that. On that front, the option we have is to leave the amount as credit on your account. But sounds like you would prefer the item reshipped. Since it appears your order was lost in transit, we would be happy to expedite you a replacement. That replacement order has been set up and attached a snipping of the order number. It will be shipped out today, to the address you used last year, and you will receive an email once it ships. Thank you ********, have a great rest of your week.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  hi my name is ***** *****, i ordered 2 gift cards off la police gear this week, both cards were never sent for 2 days, just had a message saying manual verification required, so i contacted them with no response, i then looked and seen both gift cards were cancelled for no reason at all.... they finally reached back out and said the card was unable to be charged, but when i checked my account statement it showed both the charges were made to my card..... and now 4 days later the charges stilllll have not been refunded, as well as lapg has not returned my messages or answered a single call. nothing but scammers! Order #XXXXXXX -$100 Gift Card Order #XXXXXXX -$ 183 Gift Card I can take screen shot and send a picture if needed, just dont have the option on the desk top while doing this review...

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/26) */ Hi *****, Thank you for reaching out. Apologies for the cancellation of your gift card orders. Our fraud detection system looks at various things in order to deter fraud and your orders were caught up in that. That is why your orders ended up being cancelled unfortunately. I have gone ahead and unflagged you specifically so it does not happen again. I can assure you that we are here and answering inquires. For your orders scenarios, once cancelled at that stage the authorization is voided and that information is sent to your bank. Attached a couple screenshots showing that they are voided. Sometimes it may take a day or two to reflect on your banks side. Apologies for the headache and misunderstanding. Have a great rest rest of your week.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a duffle bag on 09/14/21 for $54.99. At the time I made the order there were still 6 in stock and were for sale several days afterwards. I was not notified that this item was on backorder/ out of stock until 09/24/21. I was notified on 10/14/21 that there was no eta and my order would be cancelled in 1 week. At time of order I used 400 of my reward points which equals $20.00 that were deducted from my account immediately. I called and spoke to a rep about the issue and was told a supervisor by the name of ***** would be calling me back. Now its been over a week and no call back from her. Since I made that purchase on 09/14/21 I have accumulated 209 additional points. On 10/28/21 they refunded my account back the 400 points I used but they deleted the 200 points I had in my account from my balance. My points balance should be 609 total when you figure in the 400 points that were deducted from my account for the order on Sept 14 and the 209 points I had accumulated since that order. To put it in dollar amount 400 points = $20.00 and the 200 points that were deleted from my account equals $10.00. I have bought a lot from them and feel cheated and have tried several times to call and everytime I'm told its a supervisors issue and that she just stepped out or is busy and will call me back with no response. I have taken screen shots of my account that shows the 209 points in there after the original purchase was made and also now how theres only 409 after they credited my account for the out of stock item on 10/28/21. I called back today 10/29/21 well within business hours and was told ***** just left. I feel like I'm being played and feel its dishonest and would like the 200 points thats now missing to be put back please. I have gotten nowhere last 3 times I've reached out to them and need help. I have included screen shots with photo detail report dates while keeping personal info private. Screen shot on 10/21 i took of points after calling rep Thank you!

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2021/11/04) */ Hi *****, Thank you for reaching out and apologies regarding the item being backordered. Our system sends backorder notifications automatically when this may happen which sometimes go to spam or junk boxes in the recipients email account. We typically do not send cancellation emails unless an item is out of stock and discontinued but will cancel it right then and return all the points. Your item was not cancelled and your order for the backordered item has been still pending. Since the item was still on backorder and we are returning the rest of the points, we will cancel this item now. Looking at the point history, we returned 200 points on 10/28/2021 as a curtesy for the item ending up being backordered with no ETA, but with your item was still pending to be shipped when back in stock. I do not see that any points were deducted that you had mentioned. As of today, 11-4-2021, we have gone ahead and cancelled the item and returned the remaining points. Please see the snipping's regarding your points. Apologies for the confusion. Consumer Response /* (2000, 7, 2021/11/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have accepted the response since my points were returned with the help of BBB. Why I am so frustrated is because I have reached out several times trying to cancel and talk to someone. Over the last 4-5 weeks I have called 2x and both times I was told that this was a supervisor issue to fix and that ***** would call me back to resolve it. Still to this day I have never got a call back or email from her to be able to cancel this order and get my points back. I am sad that it had to come to this to get a response back from someone there. I have been a customer of LAPG for long time and feel like that has ended now over lack of communication. Thank you for canceling and returning my points, thats all I have been trying to do.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am trying to return a pair of boots my husband ordered that are too big for him. He paid with his debit card, so we cannot simply contest the charge (per our bank). My husband received an email link with instructions on how to generate a return mailing label. When we enter the order number and zip code we get a message that says our order cannot be found. I have tried emailing and calling this company multiple times about what I should do next to get my refund, all to no avail. We paid $116.06 for these boots on/ around Oct 8, 2021. I have contacted ******************, who have informed me they are not responsible, as the boots were sold on **************** and not directly through their company.

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2021/10/28) */ Hi *******, As we review your inquires, I see that you have been in communication with us and the team was trying to obtain more information. Your email and name does not show up in our system when searching so we could not find the order initially and for our customers safety/confidentiality we do not give out information regarding others orders. Also, the number you provided us is not an order number in our system. The boots your husband ordered are drop shipped from the vendor so the number/letter combination you kept referring to in your emails are likely a number/letter combination on paperwork sent by them and not in our system at all since it is not ours. This would explain why requesting a return label on our site with that order number you kept sending us in emails would not work, since your order number in our system is the order number your husband was sent when he placed the order, by us, and can be referenced if he logs into his online account. When we try with your husbands order number in our system and shipping zip code, the order shows up to request a return label. From my end, I am showing your husband does have an RMA set up by one of our customer service reps the other day for the order in question and should have been sent a return label so it appears everything was taken care of up to this point. I will resend the return shipping label just in case he didn't' receive it, to the email we have on file for the order. In the meantime, we have initiated a refund for the order on 10/7. Consumer Response /* (3000, 7, 2021/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) My biggest complaint, and the reason why I will never buy anything from LA Police Gear again, is the utter impossibility of ever being able to speak with an actual person when calling to report an issue. It's a shame that I had to waste my time filing a BBB complaint in order to get a response and resolution to my problem. As for the order ID issue, I have 3 separate pieces of paper (including an invoice directly from LA Police Gear) listing an "order #" that apparently isn't the order number one is supposed to use when returning an item. A customer service rep could have easily given me this useful piece of information had I been able to get in contact with anyone when I called during normal business hours multiple times per day, multiple days in a row. I hope this review gets posted so that others may be aware that, if ordering from this company, they will encounter quite a bit of hassle if there is ever a problem with their order. I'd recommend anyone who is considering purchasing any items from LA Police Gear try to buy items directly from the distributor, if possible, and avoid this company at all costs. **************** Company was much more responsive to my inquiries in one phone call than LA Police Gear has been in the weeks I've spent trying to deal with them.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for clothing on 9/15/21. Prior to placing the order, I updated my address on the retailer's website. I know this was done correctly as the billing went through and the order confirmation showed the correct address right after the order was placed. A few days later, I received an email confirming the order was shipped - but the WRONG address. It was shipped to an old address apparently saved on their site. I contacted customer service right away (by email since it was after hours) as the tracking number showed the order was still in their warehouse. They ignored my email until I reached out again. I was then told they would not update the shipping address and I should contact FedEx. FedEx said they can't update unless the shipper contacted them (they refused to). Tracking shows the shipment was returned to sender 17 days ago. But since FedEx tracking ends there (they change the tracking), LAPG refuses to confirm receipt of the return and will not refund the $80!

  Business response

  11/03/2021

  Business Response /* (1000, 5, 2021/10/21) */ Hi *****, Thank you for reaching out. As I review your order details and correspondence with our team since the end of September, I am showing that you checked out with your previous Massachusetts address. attached a snipping of what our end shows. The billing and shipping sections are different. Maybe there was an autofill on your end that could have been tabbed on and filled over that section before checking out? Hard to say what exactly happened since our end only captures what was entered on the checkout screen. I can assure you we did not ignore your emails *****. We care deeply for our customers and want to make sure they have the gear they need to keep them safe as well as keep us safe. Sometimes there is an influx of inquires and it takes a little longer for us to respond which we are very sorry for the extended response at times. The team works very hard to answer all inquires as quickly and thoroughly as possible. Reviewing our system and Paypal, I am seeing that we issued a full refund. If this is different on you end, please let us know right away. Thank you, LAPG Team

*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. ↩