Customer ReviewsforTedder Industries

Hello *****,

I apologize that you have had a less than stellar experience with us. If there was any issue with fitment beyond what can be remedied through adjustment we probably had to land on "Sorry it won't fit". I know that we have hundreds, if not thousands of these holsters being used and the only fitment issues we hear about usually involve some sort of variant, aftermarket parts, etc. 

After combing through all of our interaction records, I only see two phone calls in May under the phone number we have on file. Those phone calls seemed to be handled well, thoroughly, and without conflict. After listening to them the only action I see happening is where I personally walked your order down to the head of Rapid Force production and got the build expedited and shipped because we were beyond quoted lead time. Beyond that I see that you sent the order back and it took us about 5 days to get it processed. The refund was then submitted to you. 

As for your reviews you submitted, I see that you posted this BBB review on July 4th and that those reviews were submitted July 5th, just three days ago. Our whole company was out for the holiday weekend so it is very likely those reviews just have not been reviewed internally yet. This is not a task that is handled by my **************** team so, unfortunately I don't get to say what gets approved or when. To be fair and transparent, if there was any profanity or there was no relative information those reviews often do not get approved.

Unless you used a different phone number or emailed under a different email, I am not seeing where we had any conversations about how the pistol fits in the holster. I did call the phone number on file and left a voicemail as well but ran out of time. 

I would really like to speak with you directly and see if there is any way to make this right with you. We cannot make any custom holsters, but at the very least I would like to hear what you have to say. I am always open to feedback and how we can improve our service.  I can be reached at ************. Hopefully we can connect and get this resolved to the best of our ability. Hope you had a good Independence day. Thank you. 

****************,

We apologize that the service you received did not meet your expectations. I will absolutely be following up and go over these interactions to see where we might be able to improve. With that said I am seeing that all of these orders have been delivered successfully. 

As *** was explaining the free shell included on your first order can be swapped out for the other shell that came already attached to the base. Your first order ending in ****, was placed on Wed, Nov. 8th at 3:25pm. It shipped Friday, Nov. 10 at 3:43pm. The Two Day Air gets picked up at 3pm so this did not get picked up until Saturday, Nov 11. It is then trucked to the air port and it is not uncommon to see no movement on Sundays though not unheard of. It delivered on Tuesday, Nov 14th. We will make sure we bring this up to ***** and see if there are other avenues we can establish to attempt to further expedite when a package is in transit. Not making any promises but it is a conversation worth having.

It looks like then you placed an order for a second base to attach the shell you got free on the first order to. This order, ending in ****, was placed Thursday, Nov 16, at 6:38am. It was shipped on Nov 21 at 1:11pm (We do hand build our holsters to order) and was delivered Wednesday 11/22. I am not sure if our build time was part of the issue here. With the holidays in full swing those lead times to build can creep a little bit.

It sounds like you then were concerned that the second base you purchased would not have the hardware needed make a full product. To help put these fears to rest my agent decided to send you two free hardware packs to ensure you would have what you need. I am not sure what abilities you think we have but once a product ships we truly do have very little to no power to change its course or to alter it's delivery speed. With the time of year taken into factor we do see all delivery lanes have moments where they do not perform flawlessly. With that said it does appear that all 3 orders showed up if not relatively (from my perspective) expediently.  

It is my intent for all customers to have a good experience when they reach out to this team. We spend quite a bit of resources making sure we have a well trained and empowered team of agents that understands and appreciates the nature and function of the product we sell. It is my expectation for any of my agents to leverage and exhaust whatever resources we may have available in the name of providing an outstanding level of service. The product our customers get is, at the end of the day, fully my responsibility. That is one of the many reasons I appreciate the feedback and take it seriously. 

We truly appreciate that you chose Alien Gear to trust with your personal safety and we will always stand behind our product warranty. Again I apologize that your experience did not meet your expectations and I am happy to discuss this further if you care to. Thank you and be safe. 

***,

We never require any shipping level. We do require that you pay return shipping if you are returning a product. In most instances this can be achieved with minimal shipping costs to you. I have never heard of any standard service costing $50. If you need some help finding a suitable shipping option you can call in and we would be happy to provide assistance. We would be happy to still refund this even though it is outside of the 30 day test drive as a one time customer courtesy. I hope this helps. Thank you and be safe. 

****************** | Director of Customer Service
**********************, LLC.