ComplaintsforOpticsPlanet, Inc.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Banded me for no reason when I have spent ***** in the last 3 months with them always been nice and that's how they treat people

  Business response

  05/09/2024

  We are truly sorry for any misunderstanding. We have searched our system to review your order history with us and were able to locate one order that was canceled automatically by ***** We encourage you to please reach out to **** to discuss any issues with your account, or to obtain additional information as to why the order could not be completed.
  
  Should you have any additional questions or concerns for us, please do not hesitate to contact our ************* team right away. 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.
  
  We, again, apologize for the inconvenience, but hope that we have cleared up any uncertainty surrounding the cancelation of your order. Thank you!

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Business can't provide merchandise as advertised. Promising customers products that are not available. I have been waiting on two items for 3 months, and keeps on getting delayed. I have contacted O.P. several times. Bait and switch is the obvious tactic. If they can't provide it, don't sell it!I went to manufacturer for products, and already received the items...the same items I ordered from O.P.Manufacturer states that Opitcs Planet has falsified information on stock. Manufacturer states that O.P. is not honest with there stock being available. The manufacturer states that there is currently no delayed in there products! - (****** combat)- *****.*****************************

  Business response

  04/29/2024

  We sincerely apologize for any misunderstanding. We are very transparent when it comes to publishing the availability in stocks of the items that we have on our website. Please note that the product's availability is listed to the right of the Add to Cart button. If it is in stock, it will say In stock or "Expected to ship within 1-2 business days". If it is out of stock or shipping from a sister warehouse, it will show the estimated timeframe for shipping. 
  
  We have reviewed your order and show that the two items in question were out-of-stock when the order was placed. The first item (****** Combat Quick Detach Top Mounted Deployable Front and Rear Sight, CSAT Aperture, Black, TR-QDSSCSAT) had an estimated timeframe for shipping of 4-6 weeks, while the second item (STNGR Cyclops 2-Slot ***** Rail Cover Panel, 3-Pack, Black, K0-W7TZ-WG0X) had an estimated timeframe for shipping of 7-9 weeks.
  
  In situations when we have back-ordered items, we work with our supplier to get the shipment as quickly as possible. Typically, they provide an estimated delivery date and make their deliveries within the specified time frame. Unfortunately, though, those estimates do not guarantee the item will be delivered to us in the timeframe provided due to several factors that are outside our control. We do our best to update the *** when we get new information from our suppliers, but that can also mean the date may change frequently or not at all if we cannot confirm a date from our suppliers.
  
  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 at 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.
  
  We hope that this information has been helpful. Should you have any additional questions, please do not hesitate to contact our ************* team. Thank you!

  Customer response

  05/03/2024

   
  Complaint: 21606970
  
  I am rejecting this response because:
   I have contact I have contacted both manufacturers and confirmed that there was no delay in shipments on these items. I actually purchased from the manufacturer and received it before optics planet sent out my shipment.

  Optics planets tried to bait me into purchasing other items because my items were delayed. They did this twice.  I have to return the item because they were damaged because they were not properly packaged. I contacted the manufacturer and they wanted the packaging and the items set to them due to the issue of neglect upon optics planet when packaging this order.

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

  Business response

  05/08/2024

  We are truly sorry for any confusion caused. When your order was placed with us, we did not have either item in stock in our warehouses. For more information regarding backorders and your options, please check out **********************************************************************.
  
  Please note that our products are factory new unless marked as a demo unit and shipped to our customers in the same condition as received from our suppliers. The products we receive go through the manufacturers' quality control to ensure that they are in the best condition possible. We reviewed the **** video footage from our warehouse for your subsequent order and confirmed that it was packed and shipped correctly. If you believe that the package was damaged while in transit, please let us know and we can file a claim with the carrier so that they can investigate this right away.
  
  Additionally, if you would like to receive a refund for your order, a return can be initiated through our online return form located at www.opticsplanet.com/rma, given that the return meets our conditions as stated in *********************************************************.
  
  If you have any additional questions or concerns, please continue to utilize our ************* team, as we are always here to assist. Thank you again!

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Made a purchase and March 26 and on March 27 the package was shipped. However on the 28th the package stop moving. I contacted customer service and was told to wait 10 days (Apri 5). Contacted **************** on April 5th and was told I could not start lost package claim for 15 business days (April 19). Contacted customer serive agian to request a frefund and was told no! If a refund wss approved it would take 21 mores days to process. That will be 6 weeks with no pacakge and no refund!

  Business response

  04/29/2024

  We sincerely apologize for the delivery issues that you experienced with this order. After reviewing the tracking information on the carrier's website, we see that the carrier declared that the package will be returned to the sender due to a missing shipping label. However, a new tracking number was designated for this package and delivery was attempted earlier today.
  
  Since delivery was refused, we have gone ahead and issued you an early refund while we await for the package to be returned to us. If you are not immediately seeing this credit on your end, please allow 3-5 business days for this transaction to reflect, depending on your banking policy.
  
  While we regret the shipping delay that occurred while your order was in transit, we hope that this refund has brought the resolution that you were seeking. Should you have any additional questions, please do not hesitate to contact our ************* team. Thank you!

  Customer response

  04/29/2024

   
  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

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Defective product merchant will not stand behind. Very poor customer service. Want full refund

  Business response

  04/25/2024

  We sincerely apologize for the unpleasant shopping experience that you have had with this order, as that is certainly never our intention. Our products are factory new unless marked as a demo unit and shipped to our customers in the same condition as received from our suppliers. The products we receive go through the manufacturers' quality control to ensure that they are in the best condition possible.
  
  As a member of our ************* team mentioned, since the item has been used and was delivered over 60 days ago, it does not qualify for a return or exchange with us. To view this information and more, please see the Return Policy page of our website (*********************************************************). 
  
  This issue, however, does fall under ************************* Lifetime Warranty (************************************). If needed, the contact information for Voodoo Tactical can be found here on their website (**************************************). Please reach out to Voodoo Tactical directly for further assistance with this item.
  
  Should you have any additional questions for us, please do not hesitate to contact our ************* team again. Thank you!

  Customer response

  04/25/2024

   
  Complaint: 21599038
  
  I am rejecting this response because: Item is not used as you have stated is is new and unused because the defect won't allow it to be used. Resolution unacceptable. I will never do business with this merchant again. Very unethical and won't stand behind the products they sell or their customers.
  
  Sincerely,
  
  *************************

  Business response

  04/29/2024

  We are truly sorry for any misunderstanding. As stated in our Return Policy (*********************************************************), if, for any reason, you are not completely satisfied with your purchase, you may return most items within 30 days of receipt of merchandise for an exchange or full refund. Tracking information from the carrier shows that your order was delivered on 2/4/2024, but we were not contacted by you until 4/19/2024. Unfortunately, this is well beyond the return window, making it no longer eligible for a return or exchange.
  
  The manufacturer can assist due to their Limited Lifetime Warranty. Please visit ************************************ for more information. You can also contact Voodoo Tactical at ************************************** if you have any questions.
  
  We hope that this information has been helpful. If you have any further questions that we can assist you with, please reach out to our ************* team. Thanks again!

  Customer response

  04/29/2024

   
  Complaint: 21599038
  
  I am rejecting this response because:
  They sold me a defective item that costs *****. there is no time limit on doing the right thing. Additionally the manufacturer wants me to pay to ship the defective item back costing more that it is even worth. Optics Planet should have taken care of this but I just won't do business with them again and for *****$ they can have there "ah ha we got you read the fine print moment. I will litigate this through my financial institution. There is a reason this business has such a poor BBB score. 

   

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

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 11th I filed a complaint with the way one of my items was shipped from here. I understand how shipping works, and I just wanted to ask the company if there was any way I could request only *** for future purchases. They contacted me very shortly after and apologized for the inconvenience. I am a premium member of their business, and spend 10s of thousands of dollars with them. They called me shortly after this happened and told me they were going to be giving me a 20% off coupon. They didnt say anything about an expiration, or maximum amount of money I could spend. I asked those questions and their answers on the phone was that there was no maximum, and no expiration. I have been making a list over the past couple of months of things I was going to purchase for myself, I added everything to a cart and typed the coupon code in. Error, is what I got. I contacted the company again and they told me there is nothing they could do for me, basically Im out of luck and nothing was ever promised to me. They claimed the coupon expired days after I got it. No warning, no communication, is there any resolution to this?

  Business response

  05/02/2024

  We sincerely apologize for the less-than-ideal situation, but thank you for bringing this to our attention. A member of our ************* team attempted to reach you over the phone, but the call was disconnected. Our team member then sent a follow-up email, which included a new coupon code for 20% off, since the initial coupon, unfortunately, had expired. We are truly sorry for the inconvenience that this caused.
  
  Our ************* agent also provided their direct contact information within their email, should you wish to utilize their assistance when placing your order, as they will be glad to help in doing so.
  
  If you have any additional questions or need further assistance, please do not hesitate to contact us again. We appreciate your patience and understanding during your shopping experience with us, and hope that we have provided you with a satisfactory resolution. We genuinely value our customers and hope that we have regained your confidence in us. Thank you!

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 4-2-2024, I made online purchase from optics planet.com for a hornady rapid safe 4800kp which cost $243.45. Received shipping email on 4-3-2024 for order #********, Pandion Tracking No.: *****************. On 4-4-2024, I received a box with 2 buffer tubes for 308 rifle. I immediately called optics planet to report item received is not item ordered and was told that an return/exchange rma would be provided by *** in 2-3 days. Returned items via *** tracking #1ZE275Y69011273979, it was received by optics planet on 4-10-2024. Received email on 4-12-2024 from optics planet.com that item I returned was not the item they sent me and I'm not eligible for return/refund. optics planet.com has made NO attempt to rectify this situation

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #******** dated 4/4/2024. I ordered a rifle compensator and received CZ pistol magazine instead. I have emailed and called but they will respond.

  Business response

  04/17/2024

  We are deeply sorry for this inconvenience. We want to ensure that you have our contact information for whenever you need to get a hold of us, as we have reviewed your order in our system, and unfortunately, do not show any received communication on our end. 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 have forwarded your concerns to the appropriate department and show that they have already reached out to you via email. Our team is currently still investigating and will provide you with an update as soon as new information becomes available. While we regret the negative customer experience that you have had, we thank you for bringing this to our attention and appreciate your patience as we look into this further.
  
  In the meantime, should you have any additional questions, please do not hesitate to contact our ************* team. Thank you again.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Another return/ exchange fiasco. I purchased a pair of high end communications earmuffs and a mounting system so they could be attached to my helmet from OP back in March. When I received the package, the headset was defective and would turn on and off again all on its own. I decided to send the headset back to Optics planet. When I was filling out the *** form I accidentally chose the mounting system as the item to be returned. The names of the items are identical, except for the last couple words on the listing. I contacted OpticsPlanet several times via phone and email and have received no response from anyone. This morning I was notified that I received a refund, for the item I still have in my possession ($89) instead of a refund for the item I actually sent back ($728). So essentially they stole $639 from me. I have screenshots and documentation of all of this that I have sent to them and opened a dispute with ******'s resolution center. If this is not resolved promptly I will be filing suit.

  Customer response

  04/04/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ******* Fruit

• Initial Complaint

  04/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Item never received by post office for shipping

  Business response

  04/10/2024

  We apologize for any confusion caused. We show that your order shipped out on 3/26/2024 and was delivered to you on 4/10/2024. With our free, Value Shipping, the advertised time in transit is 5-10 business days, with final delivery possibly taking up to 14 business days. Based on this timeline, your order arrived on the 12th business day in transit, within our promised timeframe.
  
  If timing is critical, we do offer additional shipping options, such as One-Day Shipping, Two-Day Shipping, Expedited Shipping (guaranteed within 3 business days), and Standard Shipping (typically delivered in 3-5 business days). To view this information and more, please visit the Shipping Policy page of our website (*********************************************************).
  
  Should you have any additional questions, please do not hesitate to contact our ************* team. Thank you!

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a product on February 21st, 2024. The company falsely advertised and sent false shipping information. The website shows a 3.1 inch barrel included with complete p365 slide assembly. After I ordered I was sent an email stating "items shipped". Again it listed the barrel. In multiple places throughout the advertisement, it listed the barrel as included. It was not included. The "returns" page wouldn't load, and reaching someone by phone was impossible. I sent back and forth over 21 emails to no avail.

  Business response

  04/09/2024

  We are deeply sorry for the negative customer experience that you have had with this order, as that was certainly never our intention. We have reviewed the product page on our website, and as stated in the "product info" section, the slide assembly is compatible with all P365 9mm models and configurations with the following accompanying items: 3.1in non-ported barrel, and a P365X recoil spring assembly. We apologize if this caused any confusion, but these accompanying items are not included with this product.
  
  Additionally, the "package contents" section goes on to list all of the components that are included with this product. The parts mentioned are SIG ***** P365X Slide Assembly 9mm Luger, Internal Slide Parts, and Front and Rear XRay3 Day/Night Sights.
  
  We also double-checked the tracking information that was sent via email and can confirm that the carrier, tracking number, and link to the carrier's tracker on their website were all accurate. We have re-sent return/exchange instructions to you via email, if needed.
  
  Should you need further 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: ***************************************************). 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

  04/09/2024

   
  Complaint: 21501861
  
  I am rejecting this response because: the information I attached clearly states the item in question is included. You did not include it. You're statement that it lists COMPATIBILITY with those items is a lie. It directly states in the "items shipped" email, that the barrel is included. You're lying in top of false advertising.
  
  Sincerely,
  
  *********************

  Business response

  04/16/2024

  We sincerely apologize for any misunderstanding. We have reviewed all email communication for this order, including the aforementioned "order shipped" email, which is automatically generated from our system as soon as an order ships from our warehouse. This email provides the date of purchase, order number, reference number, shipping address, item(s) shipped, item(s) price, and a hyperlink to the carrier's website to track the shipment.
  
  Prior to your order being shipped, we show that a member of our ************* team responded to your inquiry regarding whether a barrel is included with this product. After confirming with our gear experts, our representative informed you that the barrel is not included, and added that our gear expert was unable to locate any mention of a barrel being included on our website.
  
  As mentioned, we have provided return/exchange instructions via email if you are not satisfied with this product and wish to return or exchange it. Our ************* team can gladly assist with this process, if necessary.
  
  Please do not hesitate to contact our ************* team if any additional assistance is needed and we will be happy to help. Thank you again!

  Customer response

  04/17/2024

   
  Complaint: 21501861
  
  I am rejecting this response because: yes the team member told me PRIOR to the order being SHIPPED it wasn't included. But the item was already ORDERED because of the FALSE ADVERTISING. And they WOULDN'T cancel the order EVEN THOUGH IT HADN'T SHIPPED YET. Look through the screensshots in my complaint, there are at least a few spots where it says nothing about "compatibility" it just says barrel. And the picture shows suppressor height sights. Sneaky liars.
  
  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. ↩