ComplaintsforOpticsPlanet, Inc.

• Initial Complaint

  08/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  this company is trying to charge me money that they themselves sent me a email back in June stating that it would be refunded in ten days and it is now August.

  Business response

  08/17/2021

  We are so sorry for the less than ideal experience you'vehad with us. Please be assured that this is not a usual circumstance and we areconstantly striving to improve our services.

  
  We have reviewed your order and we show that a chargebackhas been filed with your financial institution. The funds on the order havebeen frozen until a decision has been made on the case or if the issue isclosed. As of the moment, we cannot make any changes or update your orderbecause of the pending case. Please settle the case with your financial institution.Once this is  settled, we can proceedwith making the order whole. Thank you and have a great day!

• Initial Complaint

  08/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I think it was in October that I ordered from Optics Planet some 410 shotgun shells. Finally in about March I received a message that I could have my money returned which I answered and requested the return of funds. Still they have the money.

  Business response

  08/10/2021

  We are so sorry for the less than ideal experience you'vehad with us. Please be assured that this is not a usual circumstance and we areconstantly striving to improve our services.

  
  We have previously tried to contact you to coordinate the refundfor your order. However, we did not get a response to the message we left you. Wehave recently received an email correspondence from you following up on thisand our representative has sent this for processing. Credits were issued to theoriginal form of payment on 08/08 and a confirmation email was sent on the sameday. Please allow 3-5 business days for this to reflect on your end, dependingon your bank's processing.

  
  We hope that you will give us another chance in the future. Ifyou have any further questions or concerns, please do not hesitate to reach outto our ************* team. Have a great day!

  Customer response

  08/13/2021

   
  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

  08/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with OpticsPlanet back on Dec. 14, 2020, and STILL have not gotten my order. As other reviewers and complaints have indicated, OpticsPlanets strategy is to accept a ton of sales just to show revenue, with absolutely no intention of fulfilling those orders, and just banking on people getting frustrated and cancelling the order. That will not be me. I gave this company my payment info, I fully expect to receiver my order. I know the product I ordered was/is in high demand, but OpticsPlanet is a fraudulent company with deceptive business practices, and it needs to stop. I check the status of this order every 1-2 weeks, only to see the expected ship date get pushed back a few more weeks at a time. I tried contacting them, and they just blame it on manufacturer back orders, and offer a measly 5% for the trouble. Keep in mind, the order originally said it would which by February of 2021, and now shows Jan. 28, 2022. I want my order, or a comparable replacement item.

  Business response

  08/12/2021

  Thank you for your feedback. We apologize for the delay on your order. The demand for our products has been unprecedented. While we are proud to support backorders, including hard-to-find and high-demand products, we never want to disappoint our valued customers. Please understand that your place in the queue is locked in, as well as your price, and we fulfill backorders on a first-come-first-serve basis. Keeping your place in line ensures you receive your product as quickly as possible. To see more details regarding backorders and your options, please check out https://www.opticsplanet.com/inventory-availability-faq.html.
  
  Currently, there is a high demand for ammo, but there is a limited supply coming in. Supplies are affected by factors that are beyond our control. You may notice that backorder dates change and wonder how those dates are determined. We utilize a combination of product-based historical trends as well as direct communication from our vendors regarding their estimated time for us to receive their products in our distribution centers. While we strive to meet or exceed the estimate for every order, supplier availability changes regularly, and we will email you when the ETAs change. You're also welcome to check Order History in My Account for updated backorder dates. We show you the best estimates, which are not a guarantee, and we update the website as we receive new information from the vendor or receive products in our distribution centers. Sometimes it takes longer than estimated for the product to arrive; however, placing a backorder guarantees your place in line. 
  
  A representative from our customer care team has contacted you to discuss the options that we may offer. If you have any further questions or concerns, please do not hesitate to reach out to our ************* team. Have a great day!

  Customer response

  08/16/2021

   
  Complaint: 15722708
  
  I am rejecting this response because: Optics Planet did not provide a resolution, and just used the same copy/paste response that they are using to respond to all BBB complaints about ammo orders. Its really a shame that a company with such a long history is this bad, and acts in such poor business practice. To be clear for the record, Optics Planet advised me when I placed my order that is should be delivered by February of 2021. It is now August of 2021, and my order status page shows that the order is expected to (maybe) ship around January of 2022. That is over a year after my order was placed. 
  

  Additionally, while they did give me a call, they were not willing to make this right, or offer any appropriate resolution to this issue. I asked for them to match my orders pricing on a comparable ammo product that was actually in stock, but instead, they offered to sell me steel case (a much less quality product) and honor my pricing. I declined that offer, and after further pushing and arguing, their final offer was to make ME pay more, in order for them to give me the comparable product. Im the end, it was not even a large difference, but Optics Planet and their management team had no desire to compromise or make things right for me. A ************* excuse for a business, and one that I will probably never do business with again. 
  

  Optics Planet, you have an opportunity to make this right, and maybe get me to continue shopping with you on the future. The ball is in your court, and you know what I was requesting as Im sure its in my case notes. Should you decide you want to make this right, give me a call. 
  

  For now, I DO NOT consider this resolved. 
  
  Sincerely,
  
  ***********************

  Business response

  08/24/2021

  We apologize for the delay on your order.  Demand forammunition has greatly increased over the past year and is currentlysignificantly exceeding supply. Unfortunately, that means many out-of-stock ordersmight experience extended delays as manufacturers work to fulfill their ownbackorders to retailers. We do our best to update the *** when we get newinformation from our suppliers, but that can also mean the date may changefrequently or not at all if we cannot confirm a date from our suppliers.

  
  A representative has contacted you to give you the bestoffer that we can provide. Unfortunately, what you are demanding is beyond whatwe can accommodate. We try our best to match every price we can, but we simplycannot match that price at this time. Please note that your credit card willnot be charged until we are able to ship your order, and you may cancel anytime before shipment if you no longer want to proceed with your order.

  
  Thank you and have a great day!

  Customer response

  08/31/2021

   
  Complaint: 15722708
  
  I am rejecting this response because: This business continues to blame backorders and the manufacturers for their failures. They continue to accept extended backorders on all of their products, provide a estimated shipping date, and have zero intention of ever actually fulfilling. Regarding my demands as theyve so kindly put it, I simply asked for a comparable product be offered in lieu of the product I ordered, due to their failure to deliver. I asked for a very comparable product (same class/kind/price), and was told no, they spoke with management and thats not possible. Their solution was to make ME pay extra, to get a comparable product, or I could accept steel cased (junk) ammo as a comparable solution. I should add that I purchased the ammo that I was requesting as a substitute from another retailer a few months back for only a few dollars more than the price I paid for my order with Optics Planet. We were less than $100 away from a solution and making the customer happy, but they said their management team said no. Mind you, originally, they were offering me a discount on my current order if I kept it, and a gift certificate, which of course would have been easy since they still have no intention of ever actually fulfilling my order. I told them no, I didnt need any discounts or gift cards, I just wanted my order fulfilled, or a comparable substitute. This is a disgrace of a business, and doesnt deserve to continue operating due to the games they are playing during this pandemic. I will make sure everyone I know knows about this experience, in hopes that no one I know will ever make the same mistake I did by placing an order with Optics Planet. 
  

  Optics Planet, if you actually even read this whole message, and care about your customer at all, please give me a call, and offer me an appropriate solution to this issue. Not the nonsense youve tried pulling drying our previous emails and phone calls. You can see from my case notes what I was requesting, which of course is now also in extended backorder so now thats not even an option. I would like to actually speak with a manager, instead of playing middle man with low level customer service reps, who have to keep putting me on hold to ask a manager if they can do something. Its ridiculous, and has wasted so much of my time, but let me assure you, I will not let this go. I want an appropriate solution to my problem and to your failure to deliver your products and services to your customer. 
  

  I look forward to your next copy/paste of the response youre giving everyone about backorders. This only make you all look worse, as people who come across your BBB profile can see how bad youre handling customer complaints. No wonder you lost your BBB accreditation. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Sept. 17, ******************************* stock item that was to be shipped within 7 to 9 business days. I received an email stating it would ship the beginning of Oct., 2020. I then got an email saying it would be shipped the middle of Oct. 2020. I then got an email saying it would be shipped the beginning of Nov., 2020. I then got an email saying it would be shipped near the end of Nov., 2020. Near the end of Nov.2020 I cancelled the order after receiving another email saying it would be shipped in Dec., 2020. On Nov. 17, 2020 I placed an order #******** that was on backorder for 2 to 4 months. It has now been 9 months and OpticPlanet cancelled my order. I contacted OpticPlanet and told them I did not want the order cancelled I wanted to wait. OpticPlanet said no. I told them I would accept a item from the same manufacturer of a very similar item that sells for the same price or lower that they had in stock and OpticPlanet said "NO".

  Business response

  08/11/2021

  We apologize for your recent negative shopping experiencewith OpticsPlanet.
  
  We have been working tirelessly to fulfill all orderswhile working with our suppliers to meet our customer's demands. We have triedto source the products you ordered with the original cost during the time oforder placement. Unfortunately, due to drastic changes and volatility in theammunition industry, costs for producing these products have increased over thelast year. Due to these reasons, we reserve the right to cancel thesebackorders at any time. To learn more about the State of the Industry, pleasevisit https://www.opticsplanet.com/state-of-the-industry.html.
  
  We understand this is less than ideal for our customers.However, we have a variety of in-stock ammo options available for shipment andare processed as usual. If you have any questions about purchasing ammunition,please visit our Ammo FAQ at: https://www.opticsplanet.com/faq-for-buying-ammo-from-opticsplanet.html.
  
  If you are looking for a replacement for your ammunition(i.e., a different package quantity or other product variation), don't hesitateto contact our **************************** They will be happy to assist withfinding a solution. 
  
  Once again, we are terribly sorry for your experience andhope to do better in the future.

  Customer response

  08/12/2021

   
  Complaint: 15713913
  
  I am rejecting this response because: They said they were willing to offer a substitute for my order which is not correct. I did talk with customer service and I told them they had packs of $200 in stock and I would accept 5 packs of 200 to fulfil my order of **** rounds at the same price I was originally quoted and the representative told me that was against there store policy. Now they want me to waist my time again talking with **************** again when **************** told me there was nothing they could do for me.
  
  Sincerely,
  
  *************************

  Business response

  08/23/2021

  We apologize for the less than ideal experience. We areunable to proceed with the original order due to the changing market in theammunition industry. The current market has been affected by several factorsincluding rising costs which in turn affects the supply that we receive. Pleasevisit https://www.opticsplanet.com/state-of-the-industry.html for more details. Please check our website for available ammo that you mayconsider. If you have any further questions or concerns, please do not hesitateto reach out to our ************* team. Have a great day!

• Initial Complaint

  07/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered ammo that was shown in stock, now almost a year later after ship date change date change it shows unknown contact us. I have attempted contact and it is ignored. The product shows in stock(they sent me an ad) on top of that EVERYBODY has it now. They have had mt money almost a year.

  Business response

  08/02/2021

  We are so sorry for the less than ideal experience you'vehad with us. We truly value you as our customer and want to do everything wecan to restore your confidence in us.
  We're sorry for any confusion caused. Please note that theproduct's availability is listed to the right of the Add to Cart button. If itis in stock, it will say "Expected to ship within 1-2 business days".If it is out of stock or shipping from a sister warehouse, it will show theestimated timeframe for shipping.

  
  We utilize a combination of product-based historical trendsas well as direct communication from our vendors regarding their estimated timefor us to receive their products in our distribution centers. While we striveto meet or exceed the estimate for every order, supplier availability changesregularly, and we will email you when the ETAs change. We show you the bestestimates, which are not a guarantee, and we update the website as we receivenew information from the vendor or receive products in our distributioncenters. Sometimes it takes longer than estimated for the product to arrive;however, placing a backorder guarantees your place in line.

  
  We do support backorders and order hard-to-find andhigh-demand products for our customers continuously. We recommend placing anorder for a back-ordered product, as this allows you to lock in the price andyour place in the queue. Orders are filled on a first-come-first-serve basis,so having your place in line ensures you receive the item as quickly aspossible.

  
  We have referred your case to our customer care team and arepresentative will contact you in the next few days to discuss this in furtherdetails. We are sorry that sometimes products take longer than estimated toarrive, and we appreciate your patience during such unprecedented high demand.If you have any further questions or concerns, please do not hesitate to reachout to our ************* team. Have a great day!

  Customer response

  08/04/2021

   
  Complaint: 15698286
  
  I am rejecting this response because:Like I said it showed in stock at time of order a year ago.  It showed in stock when I filed the complaint.  This is just a canned answer used on the hundreds of complaints. To fix it SHIP PRODUCT!! I don't care as long as it is equal to or better than.  Everybody has ammo now. I will be filing a complaint with the AG's offfice if this is not resolved swiftly.
  
  Sincerely,
  *********************

  Business response

  08/13/2021

  Thank you for following up. A representative from our customer care team has contacted you to discuss this issue. We hope that this has been resolved to your satisfaction. If you have any further questions or concerns, please do nothesitate to reach out to our ************* team. Have a great day!

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2020 I ordered 600 rounds of 556 ammunition with the understanding it would be shipped in January 2021. I filed a complaint in I believe in April 2021 and received a solution they would ship ASAP and give me a 10% discount for my inconvenience. In June I received a notification that it would be shipped July 15th. Now since then she’s have extended the delivery date on day and now it’s stating a delivery date of August 8th and tomorrow it will state August 9th. There’s been no money paid for my order but I feel this is a poor business practice and feel this should be resolved by BBB and have some sort of “ Poor business practice documentation” inserted in a file for further references.

  Business response

  08/02/2021

  Thank you for your feedback. We apologize for the delay on your order. The demand for our products has been unprecedented. While we are proud to support backorders, including hard-to-find and high-demand products, we never want to disappoint our valued customers. Please understand that your place in the queue is locked in, as well as your price, and we fulfill backorders on a first-come-first-serve basis. Keeping your place in line ensures you receive your product as quickly as possible. To see more details regarding backorders and your options, please check out *************************************************************
  
  Currently, there is a high demand for ammo, but there is a limited supply coming in. Supplies are affected by factors that are beyond our control. You may notice that backorder dates change and wonder how those dates are determined. We utilize a combination of product-based historical trends as well as direct communication from our vendors regarding their estimated time for us to receive their products in our distribution centers. While we strive to meet or exceed the estimate for every order, supplier availability changes regularly, and we will email you when the ETAs change. You're also welcome to check Order History in My Account for updated backorder dates. We show you the best estimates, which are not a guarantee, and we update the website as we receive new information from the vendor or receive products in our distribution centers. Sometimes it takes longer than estimated for the product to arrive; however, placing a backorder guarantees your place in line. 

  
  We have referred your case to our customer care team and a representative will contact you in the next few days to discuss this in further details. We are sorry that sometimes products take longer than estimated to arrive, and we appreciate your patience during such unprecedented high demand. If you have any further questions or concerns, please do not hesitate to reach out to our Customer Care team. Have a great day!

• Initial Complaint

  07/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered parts from optics planet online. I emailed them 90 seconds after I placed the order to update the shipping address. I received a response saying that they would change the shipping address. They still shipped the products to the old address and after several back and fourth emails will not make it right. I want the products I paid for and a discount for my time and effort. I am a repeat customer of theirs.Your ************************** Order ******** Reference *************** has shipped Your OpticsPlanet.com Order ******** Reference *************** has shipped

  Business response

  08/02/2021

  We are so sorry for the less than ideal experience you'vehad with us. Please be assured that this is not a usual circumstance and we areconstantly striving to improve our services.

  
  We have reviewed your order and we show that the order wassubmitted with ApplePay. ApplePay is a secure payment method and as such, wecan only ship the order to the shipping address indicated during order placement.We are bound by Apples policy only to use the order details entered with theirpayment processing.

  
  We have referred your case to our customer care team so thatthey may contact you and discuss this in further details. Please expect them tocontact you in the next few days. Thank you and have a great day!

  Customer response

  08/04/2021

   
  Complaint: 15691196
  
  I am rejecting this response because:

  thank you for the response. I respectfully disagree. Having read the Apple Pay agreement, there is nothing prohibiting a vendor from updating a shipping address at the request of the purchaser. That is simply false. The real issue is that your customer support team took 10 days to look into my email requesting the address be changed. Remember I sent that email just minutes after I placed the order. 

  I even received an email from the company confirming this exact issue. They were so slow to act that they were unable to correct the concern. I will attach the email in which optics planet acknowledges That they were slow to act.  OpticsPlanet failed to act in a timely manner through their customer support email offered on their website. This is not my fault.

   

  I again request that the products I paid for be shipped to me with no additional hassle from opticsplanet. 

   

  
  Sincerely,
  

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

  Business response

  08/10/2021

  Thank you for following up. We apologize for the inconvenience. Your issue is best addressed by our customer care team, who would have the capability to communicate with you and provide options for resolution directly. A representative from this team has reached out to you on 08/05 and is awaiting your response regarding his proposed solution. If you have any further questions or concerns, please do not hesitate to reach out to our ************* team, and we will be more than happy to assist you. Have a great day!

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a product online on December 28, 2020. The order was backordered and I was advised that it would ship at a later date. The expected ship date has changed to a later date multiple times since then. Currently, the product I ordered on December 28, 2020 is in stock with this store, but they have not and will not ship the product. I called the store on July 20, 2021. The first person I spoke with hung up on me. The second person, ******, could not help me. The third person, ********** told me they could sell the product to me now at a higher price. My order number is ********. The product is **** round of 9mm ammunition.

  Business response

  07/30/2021

  Thank you for your feedback. We apologize for the delay on your order. The demand for our products has been unprecedented. While weare proud to support backorders, including hard-to-find and high-demandproducts, we never want to disappoint our valued customers. Please understandthat your place in the queue is locked in, as well as your price, and wefulfill backorders on a first-come-first-serve basis. Keeping your place inline ensures you receive your product as quickly as possible. To see moredetails regarding backorders and your options, please check out https://www.opticsplanet.com/inventory-availability-faq.html.
  
  Currently, there is a high demand for ammo, but there is alimited supply coming in. Supplies are affected by factors that are beyond ourcontrol. You may notice that backorder dates change and wonder how those datesare determined. We utilize a combination of product-based historical trends aswell as direct communication from our vendors regarding their estimated timefor us to receive their products in our distribution centers. While we striveto meet or exceed the estimate for every order, supplier availability changesregularly, and we will email you when the ETAs change. You're also welcome tocheck Order History in My Account for updated backorder dates. We show you thebest estimates, which are not a guarantee, and we update the website as wereceive new information from the vendor or receive products in our distributioncenters. Sometimes it takes longer than estimated for the product to arrive;however, placing a backorder guarantees your place in line. 

  We have referred your case to our customer care team and a representative will contact you in the next few days to discuss this in further details. We are sorry that sometimes products take longer thanestimated to arrive, and we appreciate your patience during such unprecedentedhigh demand. If you have any further questions or concerns, please do nothesitate to reach out to our ************* team. Have a great day!

  Customer response

  08/03/2021

   
  Complaint: 15677245
  
  I am rejecting this response because: The business has had the product in stock and in the quantity I purchased. The business informed me that I could buy the product at a higher price or wait. The business should fulfill all orders at the original agreed upon pricing.
  
  Sincerely,
  
  *************************

  Business response

  08/13/2021

  Thank you for following up. We apologize for theinconvenience. Your issue is best addressed by our customer care team, whowould have the capability to communicate with you and provide options forresolution directly. A representative from this team has reached out to you on 08/13 and is awaiting your response regarding his proposed solution. If youhave any further questions or concerns, please do not hesitate to reach out toour ************* team, and we will be more than happy to assist you. Have agreat day!

  Customer response

  08/18/2021

   
  Complaint: 15677245
  
  I am rejecting this response because Optics Planet continues to maintain an unreasonable position. They called and left me a voicemail indicating that nothing would change with their policy. They have product in stock that I ordered. They simply changed SKU inventory numbers and are not fulfilling the order.
  
  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. ↩