ComplaintsforOpticsPlanet, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 Chase Tactical Level IV Rifle Armor Plates from optics planet for a total $399.98 on May 27th 2024. Today i received the items in a very poorly packaged box with damage being done to at least one of the plates. The plates are made of ceramic and I dont trust their integrity with how they were packed. Both plates weigh 20 pounds in total and are made out of ceramic and fiberglass. Whoever packed the package at the store packed the plates with only one piece of bubble wrap on the bottom and one on top. When I opened the package the bottom piece of bubble wrap completely flat, there was a ***** in the front of the package, and a ***** and crack at the edge of one of the plates. When I called optics planet they sent me an email stating to fill out a form so they could do an investigation with the carrier and the investigation alone may take upwards of 30 days before I get a refund. I just want to ship back the damaged item and receive my refund and not go through a month of not longer process because there company didnt package an item correctly. I also have a video of me unboxing the product that I cannot include for evidence if requested

  Business response

  06/14/2024

  We are deeply sorry for this less-than-ideal situation, as that was certainly never our intention. After reviewing your order in our system, we see that a return label has been issued for you to use to return or exchange this product. While we regret that this order did not work out as expected, we hope that we have provided a satisfactory resolution.
  
  Although this was an unusual circumstance, we appreciate your patience and understanding. We, again, sincerely apologize for the inconvenience that you have experienced and hope that you will decide to give us another chance in the future. Should you have any further questions or concerns for our team, please do not hesitate to reach out to us. Thank you.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered merchandise from optics planet and they sent the products to an old address from 6 years ago. *** ordered from them once or twice a year since *** moved to the new address with no issue. Never received last order optics planet customer service says since it was delivered to the address they sent it to there is nothing they will do.

  Business response

  06/06/2024

  We are very sorry for this less-than-ideal situation. Please note that the billing and shipping information entered by our customers for orders that are submitted online cannot be changed by our team unless requested to do so by the customer.
  
  Additionally, when an order ships from our warehouse, our system will auto-generate an email to the customer that provides information for the shipment. This email will include the shipping address, name of carrier, tracking number, and a link to the carrier's tracking website. We show that this was sent on 3/27/2024, one day after the online order was placed.
  
  Our records indicate that a member of our ************* team provided an ETA for delivery after receiving your telephone inquiry on 4/4/2024. Then, on 4/8/2024, after the package had already been delivered on 4/5/2024, we were informed that the shipping address that was entered was incorrect. Unfortunately, since the order had already been delivered, we were unable to request a re-route or intercept for this shipment.
  
  While we sincerely apologize that the shipping address for this order was not correct, please know that we were not made aware of this until after the package had been delivered to the requested location. 
  
  In the event that a mistake is made when entering the shipping address, we can cancel an order if the request is received prior to the order being shipped. If the package is already in transit, we can contact the carrier in an attempt to re-route the package to an updated address, or request that it be returned to sender, where possible. As mentioned, we unfortunately were not contacted until after the package had been delivered by the carrier.
  
  If you have any additional questions for us, please do not hesitate to contact our ************* team. Thank you.

  Customer response

  06/07/2024

   
  Complaint: 21789204
  
  I am rejecting this response because:
  I never submitted an old address for this order and dont understand why all my other orders has been sent to my correct address besides this order 
  Sincerely,
  
  *****************

  Business response

  06/17/2024

  We sincerely apologize for the unpleasant shopping experience that you have had with this order. As stated in our previous correspondence, this order was placed online via our website, and all information received, including the shipping address, is submitted exclusively by the customer when submitting the order. We do not edit or update any of this information unless the customer contacts us and requests to do so.
  
  For this order, we were not informed of an error with the shipping address until after the package had already been successfully delivered to the requested location. At that time, we, unfortunately, were unable to provide any further assistance, as the carrier already completed their delivery to the address that was provided to us.
  
  While we certainly understand your frustration, we, unfortunately, were not informed of any issue until it was too late. If possible, we recommend attempting to retrieve your package from the ship-to address, or getting in contact with the current resident to request that they return the package to us. If the merchandise is received back at our warehouse, a full refund will be issued to you right away.
  
  Please do not hesitate to contact our ************* team with any additional questions. Thank you again.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Made a large order with numerous items. Returned 2 of the items. Never got refunded for the items I returned.Order #********

  Business response

  06/03/2024

  We are truly sorry for the confusion caused. Please note that when your order was placed, a temporary, system-wide glitch resulted in sales tax not being charged for products that were purchased. This malfunction was corrected prior to your items being returned to us.
  
  For your order, the sales tax total was a higher amount than the combined price of the two returned items. When your return was processed, this resulted in a balance due for your order, rather than a refund or credit being owed. However, since this error was on our end, we chose to waive the balance that was due for the sales tax that was never collected.
  
  Despite this, a one-time courtesy was still made, as a member of our ************* team contacted you and offered to apply a store credit to your account for the two returned items. While our offer was declined, a follow-up email from our agent was sent to you afterward, should you choose to have a change of heart and wish to discuss your options further.
  
  We hope that this has cleared up any misunderstanding. If you have any additional questions for us, please do not hesitate to contact us again. Thank you!

  Customer response

  06/04/2024

   
  Complaint: 21751404
  
  I am rejecting this response because:

  I don't want a store credit because I will never do business with the company again.  I want a full refund for the items returned, which I am legally obliged to receive.

  *******************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent a product back for return in brand new condition. Only opened to check contents and nothing else. Optics Planet denied the return and refund and went quiet after I asked for the reason behind the denied return. I filed a dispute with Paypal and Optics Planet and found out that they had apparently shipped back the return but I had never received it. I contacted them about this and got no responses directly from them. Most of the communication I had was through Paypal and even then, they wouldn't provide more information on the return besides that "the item returned wasn't what was sent". That did not make sense to me because I initiated the return the day I received the package and had it shipped out the next day. It was on their doorstep within 2 days of me shipping it. I never received the return from them and they kept my money. They ended up stalling long enough past 30 days in order to not have *** investigate the claim. I'm not sure what to do at this point and won't bother to email them anymore because all they do is give me an automated reply and then nothing. I've attached 3 PDF's of the situation. One was the initial email sent to Optics Planet about the return being denied. I received no further response besides the automated one. The second is after I opened a dispute with Paypal. Also no response from them. ****** denied my dispute because they provided tracking of the return to me which I never received or heard about until ****** informed me. The other PDF is the live chat transcript I had with one of the agents. I can provide further proof if needed and provide more information as well. It's been months and I can't do anything else to fight this besides filing a complaint on BBB. Thank you for your time.

  Business response

  06/03/2024

  We are deeply sorry for any confusion caused. We have carefully reviewed all details relating to your order, including transcripts of messages sent via email, Live Chat, and PayPal, as well as the tracking information from the carriers. If you have not been receiving our email responses, please be sure to check your junk/spam folder.
  
  When returned merchandise is received at our warehouse, our team thoroughly inspects each item for quality assurance. After your return was denied, we offered to re-ship that item back to you, free of charge, and our offer was accepted. A follow-up confirmation email was sent from our ************* team later that afternoon.
  
  Less than a week later, our shipment of the returned item was successfully delivered to you. The following day, we responded to your PayPal dispute by providing the tracking number and photographic proof of delivery from the carrier.
  
  We did not receive any new communication until nearly 2 months later, when our ************* team was made aware that the returned item we shipped back to you had not been received. We immediately filed a lost package claim with the carrier so that they could look into this further, while also emailing you another copy of the proof of delivery.
  
  Unfortunately, the carrier denied our claim, as the package had been delivered over 60 days prior, which is beyond the eligible timeframe for them to open an investigation. We sincerely apologize for that inconvenience.
  
  Should you have any additional questions for us, our ************* team is always here to help. We can be reached over the phone at ************** (or toll-free at **************), Monday - Friday, between 9:00am - 7:00pm Central Time. You may also Live Chat with us on our website, or send us an email (contact information for both can be found here: ***************************************************). Our hours of operation for Live Chat and email matches our phone hours above, but also include Saturdays and Sundays as well, between 9:00am - 5:00pm Central Time. Thank you.

  Customer response

  06/04/2024

   
  Complaint: 21750730
  
  I am rejecting this response because:
  

  I rejected the offer to have it sent back because I didn't receive an explanation as to why the return was denied. I was never sent any tracking information to my personal email so I never even knew that the item was sent back until Paypal agents told me. And even then, I still never received the package, which is why I asked for proof of delivery (which was never provided to me, but only to Paypal). I did all communication through Paypal because I kept getting the same automated response over and over with Optics Planet, which led to nowhere. A missing mail should've been filed immediately once I made it clear that I did not receive the return. I made this very clear in the dispute that I was never informed of the return tracking, delivery, or anything related to the package once I found out the return was denied. All I was told was that I had the option to have it sent back, which I had denied at the time. The Paypal dispute shows how long communications were open for and Optics Planet would reply within the last day or hour of the time limit, which would extend/delay the dispute. Those 2 months of no communication to Optics Planet were done solely through the Paypal dispute channel. 

  
  Sincerely,
  
  *****************

  Business response

  06/06/2024

  We sincerely apologize for any misunderstanding. As shown in the Live Chat transcript that was provided with this complaint, our agent stated twice in her messages on 11/24/2023 that the item we received would be shipped back to you, free of cost. Since our offer was not rejected, it shipped out from our warehouse the following day (11/25/2023).
  
  Additionally, we responded to the PayPal dispute on 12/1/2023, one day after our shipment to you was delivered (11/30/2023). In our response, we attached the carrier's photographic proof of delivery. Please note that when a PayPal case is received, we do not see any messages or replies from the buyer unless they choose to leave a note when initially opening the dispute. If any additional feedback was provided by you to PayPal before they eventually closed the case, we are not privy to this information, as PayPal does not disclose it to the seller. PayPal did, however, request additional information from us several times, which is standard practice for PayPal. We replied to PayPal immediately on 4 different occasions (12/26/2023, 1/2/2024, 1/5/2024, and 1/17/2024) after our initial 12/1/2023 response. PayPal continued to review this dispute until ultimately deciding to close the case on 1/26/2024. We cannot accelerate or prolong the dispute process, as the amount of time needed to make a final decision is solely controlled by PayPal.
  
  That same day (1/26/2024), our ************* team was contacted by you and made aware for the first time that our delivery from 11/30/2023 was not received. We immediately re-sent the carrier's proof of delivery to you via email. We also filed a lost package claim with the carrier the next business day (1/29/2024). Unfortunately, the carrier refused to open an investigation due to the amount of time that had elapsed. We are truly sorry for that inconvenience, but it was out of our control.
  
  As mentioned, if our email responses are not being received, we recommend checking your junk/spam folder, if you have not yet done so already. For any urgent matters, our ************* team is available for immediate assistance via the Live Chat feature and/or over the phone.
  
  We truly hope that this has cleared up any confusion, as we genuinely worked as quickly as possible to resolve all of your concerns. While we regret that this outcome was not what you had hoped for, we are confident that we took every possible step available to address your concerns in a timely matter. We appreciate your feedback and hope that you will decide to give us another chance in the future. Thank you again.

  Customer response

  06/06/2024

   
  Complaint: 21750730
  
  I am rejecting this response because:
  

  Am I expected to just be out of $700+ that I spent on a product? What other options do I have at this point? 

  
  Sincerely,
  
  *****************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  placed order 4/22/24 they shipped 4/25/24 tracking number ********************** I have not received item as of 5/15/24 item seems to be stalled in ******* since 4/29/24 I have asked for a refund and they keep telling me I need to wait at least 15 business days until they can do anything. I just want my refund.

  Business response

  05/20/2024

  We are truly sorry for the delivery issues that you have experienced with this order, but thank you for bringing it to our attention. Please note that a full refund for your order has been issued. If you are not immediately seeing this on your end, please allow 3-5 business days for this credit to reflect, depending on your banking policy.
  
  While we regret that this order did not work out as expected due to unforeseen delivery issues, we truly hope that you will decide to give us another chance again in the future. We appreciate your patience throughout this less-than-ideal situation, and sincerely apologize again for the negative customer experience.
  
  Should you have any additional questions or concerns, please do not hesitate to contact our ************* team. Thank you!

  Customer response

  05/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We received an on authorized charge on our **** credit card for $316.71. We contacted ******** who contacted them. We come to find out this was charged out to a person with a different name and delivered to an address in a different state. Even with all this proof that it was not our charge, they refused to rectify the situation.

  Business response

  05/17/2024

  We are truly sorry to hear about the misuse of your credit card by an unauthorized individual. We thank you for bringing this matter to our attention. Please note that we attempted to locate this order by searching our system with the limited information provided within this complaint, but were unsuccessful. In order for us to fully address your concerns, we will need additional details.
  
  Whenever you have a moment, please contact our ************* team, as we attempted to reach you over the phone, but our calls went unanswered and there was no option to leave a voicemail message.
  
  At your earliest convenience, our ************* team can be reached over the phone at ************** (or toll-free at **************), Monday - Friday, between 9:00am - 7:00pm Central Time. You may also Live Chat with us on our website, or send us an email (contact information for both can be found here: ***************************************************). Our hours of operation for Live Chat and email matches our phone hours above, but also include Saturdays and Sundays as well, between 9:00am - 5:00pm Central Time.
  
  We, again, sincerely apologize for this apparent fraud, but hope to hear from you again soon so that we can look into this for you as soon as possible. Thank you.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have never ordered anything from Opticsplanet.com Optics Planet, Inc.Yet I have over $1,400 that my card was used on.If you try to go to their website, it looks like a scam!*********************************************************************************************************** or this:**************************************** don't know if they are scammers. But my card was HACKED, and someone stole $1490 dollars from my business!

  Business response

  05/13/2024

  We are deeply sorry to hear of the unauthorized transactions that occurred on your method of payment. If you have not yet done so already, please contact your banking institution immediately to report any suspicious activity, and for guidance on the next best steps to take on your end.
  
  Please note that we do not recognize the first link provided in your complaint and strongly recommend not visiting that web address. The other link provided (***************************************) is the correct address for our website's homepage.
  
  To discuss any specific orders or for immediate assistance, our ************* team can be reached over the phone at ************** (or toll-free at **************), Monday - Friday, between 9:00am - 7:00pm Central Time. You may also Live Chat with us on our website, or send us an email (contact information for both can be found here: ***************************************help-center/). Our hours of operation for Live Chat and email matches our phone hours above, but also include Saturdays and Sundays as well, between 9:00am - 5:00pm Central Time.
  
  While we truly regret hearing of the apparent fraud that you have experienced, we thank you for bringing this to our attention and are here to assist in any way that we can. Please do not hesitate to contact our ************* team for further assistance with this matter. Thank you again.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered ammunition on Opticsplanet.com as advertised on 1/13/24 and 1/15/24. Order numbers ********, ********, ********, ********, ********, and ********. I paid with credit card and I also called and talked with customer service to verify prices and quantity of ammunition. Once verified of deal I ordered more and called to verify sale. Once again I was assured the price and quantity was correct by representative *****. She called the warehouse and verified sale to me while I was on hold. A couple months later I receive an email stating all my orders were canceled. I tried to resolve issue with customer service and manager. I was treated rudely and insulted. I was told it was a typographical error that was up for months. Opticsplanet did nothing to resolve my good faith orders as advertised. I want the company to honor their advertised sale and or reimburse me the difference to fulfill orders.

  Business response

  05/09/2024

  We are deeply sorry for this less-than-ideal situation. With hundreds of thousands of products available for purchase on our website, and new items added daily, there are, unfortunately, rare occasions where a typographical error occurs.
  
  When your orders for this particular ammunition were placed, we were out of stock and awaiting additional quantities from our suppliers. Please keep in mind that we do not charge our customers for any item unless they are in stock and ready to ship. For your orders, payment was never captured, as these backorders were never filled.
  
  As soon as we became aware of the typographical error on our product page, as the ammunition round count was incorrect, we updated the item description. Additionally, any pending backorder was canceled and our customers were notified via email. 
  
  We show that your first order, placed on 1/13/2024, was canceled at your request on 1/16/2024. The subsequent 5 orders, placed on 1/15/2024, were canceled by our team on 3/18/2024, prior to your backorders being filled.
  
  While we sincerely regret the disappointment that this unfortunate error has caused you, we greatly appreciate your understanding. Please do not hesitate to reach out to our ************* team with any additional questions for us. Thank you!

  Customer response

  05/09/2024

   
  Complaint: 21667885
  
  I am rejecting this response because: False advertising is an actionable civil claim under Section 43(a) of the ****** Act. A party who successfully sues for false advertising may be entitled to either damages or injunctive relief. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On April 24 I placed an order with Optics Planet (order # ***-0424-260535) for Magtech Rimfire .22 Long Rifle 40 Grain Lead Round Nose Brass Cased Ammunition 22B for $7.40 each with 500 rounds in each package and I placed an order for 7 of said item and used my $3.20 opticplanet bucks totaling $51.52 Late April 26th I received an email stating the order was cancelled with a 5% coupon code on my next order.April 27th and the next few days I contacted them to see how I could get something similar in quantity and price. They told me they would look into it and asked if there was another item they would make me an offer on. I told them they could make me an offer on any .22LR ammo, to which they replied they could not offer me something close to the deal they cancelled. I replied to that letting them know I just wanted to hear the offer they said they were going to make. Thats when they told me they do not give discounts or coupons for ammo the same day they put an 8% discount for ammo on their site. I feel like this business has wronged me by falsely stating they would make me an offer then proceed to say they cannot make me an offer. I have the email thread I can forward as well.

  Business response

  05/08/2024

  We sincerely apologize for the inconvenience caused. Please note that the order in question was canceled as the product is no longer available through our website. With that being said, many in-stock options compare very well with this item. Our ************* team can assist in providing you with the best possible deal for whenever you may be ready to place your next order with us.
  
  Our ************* team can be reached over the phone at ************** (or toll-free at **************), Monday - Friday, between 9:00am - 7:00pm Central Time. You may also Live Chat with us on our website, or send us an email (contact information for both can be found here: ***************************************************). Our hours of operation for Live Chat and email matches our phone hours above, but also include Saturdays and Sundays as well, between 9:00am - 5:00pm Central Time.
  
  While we, again, are truly sorry that your original order could not be fulfilled, we hope to hear from you again soon so that we can assist in finding a satisfactory alternative that meets your needs. We thank you for your patience and understanding. Thank you!

  Customer response

  05/09/2024

   
  Complaint: 21652542
  
  I am rejecting this response because: I have already tried going through your customer support team to come up with a compromise and was told they could not do any discounts for the purchase of ammunition. I would like to set up a time to speak to somebody in a managerial position. That is the only reason I am rejecting your response, but I will accept as soon as I am able to talk to the sales and/or marketing manager.
  
  Sincerely,
  
  ***********************

  Business response

  05/24/2024

  Thank you for following up with us! Please be advised that a senior member of our ************* team attempted to reach you over the phone on successive days, but our attempts were unsuccessful. We were able to leave a voicemail, though, so please be sure to listen to your messages whenever you have the time to do so.
  
  We also recommend logging into your account with us to review some additional rewards and updates to your OP Bucks balance.
  
  If ever you wish to discuss this situation further with us, please do not hesitate to return our phone calls. We thank you again for your continued support and appreciate you for taking the time to provide us with your feedback.

  Customer response

  05/25/2024

   
  Better Business Bureau:
  I responded to the voicemail.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  The product was advertised on the website where my order was placed and accepted pending fulfillment. I waited several weeks and this order was cancelled with ill intent. I believe this company does this to bring customers in and then pull the deal. The the old bait and switch. The order was for 1000 round ammunition deals per quantity. They have done this repeatedly and I will file a claim for each occurrence. I agreed to the deal and expect them to honor the price. I am out $6,978 for this order alone if I was to get the comparable amount. A picture from thier website of the same current product and the original invoice is submitted. The current price picture is only for 1000 rounds which I ordered ****** rounds. I want them to honor the deal or cut me a check for the loss. This bad business practice needs to be stopped and the company held accountable for the agreed upon order I will submit. There was no acceptable reason, apology, or option to correct this reoccurring scam they continue to post.

  Business response

  05/06/2024

  We sincerely apologize for this less-than-ideal situation. When your order was placed on 1/11/2024, the requested product was out-of-stock and on backorder, with an advertised estimated timeframe for shipping of 1-4 months.
  
  When you place a backorder with us, the most important thing to remember is that we do not charge you for an item until we are ready to ship it to you. In addition, you can cancel your backorder any time before the item is prepared for shipment by using our online tool. If timing is critical, we recommend contacting our ************* team for assistance in selecting an in-stock replacement.
  
  As we continued to wait for more stock of this item to become available, we became aware of a typographical error with the product listing on our webpage. The issue was corrected as soon as it was brought to our attention. Unfortunately, this resulted in backorders being canceled prior to fulfillment. We show that this information was emailed to you immediately after your backorder was canceled. Please let us know if you did not receive that communication from us.
  
  While we regret that this order could not be fulfilled as expected and are truly sorry for the inconvenience caused, we do appreciate your understanding. Should you have any additional questions or concerns, please do not hesitate to contact our ************* team as we will be happy to discuss this with you further. Thank you!

  Customer response

  05/07/2024

   
  Complaint: 21631609
  
  I am rejecting this response because: the response clearly indicates the bait and switch underhanded tactic this company practices. They advertise great deals which is why I placed orders. When the order is placed they have stock and then change it to out stock, while you wait they cancel the order where your only option is for you to call customer service for another product at regular or even higher price than other vendors. This has happened over 20 times so far with clear evidence. I would like full reimbursement of the money I have lost for all the orders you have done this or actually fill the orders placed. You have a list of this or I can provide one. A fine should be implemented every time they have done this by the BBB for these types of practices.
  
  Sincerely,
  
  *************************

*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. ↩