ComplaintsforOpticsPlanet, Inc.

• 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,
  
  *********************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company advertised a price for a week. Plus I put in an order two months later they cancel the order and say that the price was wrong. I have a confirmation number and everything stating that my order went through and now they dont want to fulfill the order

  Business response

  04/02/2024

  We sincerely apologize for any confusion caused. When your order was placed, the item requested was out of stock and on backorder. Eventually, we received a limited quantity of this product and began to fulfill backorders chronologically based on their order date. Unfortunately, it was brought to our attention that information on our product page was incorrect regarding the round count for this particular ammunition. Once we were made aware of this item description error, all remaining backorders were canceled.
  
  Please keep in mind that when you place a backorder with us, we do not capture payment until the item is in stock and ready to ship. As this order was canceled prior to being fulfilled, you were not charged for this product.
  
  While we regret this less-than-ideal situation, we hope that the additional information provided here clears up any doubt or misunderstanding. We are truly sorry that this order did not work out as expected and hope that you will decide to give us another chance in the future.
  
  If you have any additional questions or concerns, please do not hesitate to contact our ************* team. Thank you.

  Customer response

  04/03/2024

   
  Complaint: 21499916
  
  I am rejecting this response because:
  
  As I do see what youre saying, it still wasnt advertised price regardless of snake for me all I would like is for my situation to be made, right where we can move on thank for your time and response 
  
  *******************

  Business response

  04/09/2024

  We are truly sorry for the less-than-ideal situation. As mentioned in our previous correspondence, you were not charged for this canceled order, as the typographical error regarding the round count for this ammunition was detected before your backorder was filled. 
  
  Whenever you have a moment, please feel free to contact our ************* team to discuss further options. A team member can assist with placing a new order for in-stock replacements and will be able to offer the best deal possible. 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 look forward to hearing from you again soon so that we can regain your trust and confidence in us. We genuinely value our customers and appreciate your patience and understanding. Thank you again.

  Customer response

  04/09/2024

   
  Complaint: 21499916
  
  I am rejecting this response because: tele graphical error or not it was still advertised for multiple days at that price regardless of anything else I put in a purchase order which was confirmed and even if an item is on back order, its like having a rain check saying hey as soon as we do get the product you got it thats what the confirmation for purchase order was also why you took a hold to make sure that I had the funds available yes, I understand I was not charged. The still comes down at the end of the day to regardless of telegraph error or not the item was advertised at that price regardless it needs to be honored. I just want it honored it has no bearing on whether all well you were charged or anything else I just want what I purchased to be honored thats it. Again what this all comes down to us advertised price that was up for multiple days not like five hours two minutes a day two days three days it was up for at least a week so The only way that this is going to be solved is for the situation to be made right. I think I have been more than kind about all of this Ive explained this multiple times before I had to take it to the next level and obviously if it doesnt get handled this level, Ill take it to the next level. I appreciate your time. Thank you and I hope you have a great rest of the day. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Jan 16, 2024 I placed an order for 3 items that cost $54.93 plus Tax (**) $3.72 = $56.85 total.The order shipped out the next day and I got a notification of this fact. I noticed on the e-mail, that it was being delivered to an address I did not specify and I immediately contacted the seller "Optics Planet". They stated they could not change the delivery address and to wait for ***** days after it's been delivered. I called the shipper DHL, and we could not change the shipping address, but they told me to call ahead to the post office and have them hold it for me (24hrs), the delivery destination can be changed then (by the seller). So I waited until the packaged arrived at the post office, then called them to ask them to hold the package (which they did). I contacted "Optics Planet" several times trying to get several agents to contact the post office to change the delivery destination, but they REFUSED! They sent it to the wrong address and refused to help and or give me a refund for my purchase!The delivery destination at which it arrived was not specified by me at any time, in fact it defaults to what is on my account which is the same as my billing address! Neither me or anyone I spoke to at "Optics Planet" could even explain how this happened!I have been a loyal customer of there's for a VERY long time and it is sad to see them do this to a long-standing-customer!The tracking number is: DHL Tracking No.: ********************** The only physical address on my account is where I live!****************************************************************************** They sent it to: ********************* ******************************************************************************************************************* That is place not listed on my account, and have not lived at in years!I have ordered from them 6 times successfully since my address changed (in 2021!), 7 including this botched last shipment!

  Business response

  03/18/2024

  We sincerely apologize for this inconvenience, and for any misunderstanding. Please note that when online orders are placed with us on our website, the Ship To address is always provided to us by the customer. If any corrections or changes need to be made, this request must be received before the order is being prepared for shipping. Unfortunately, we received this request after your order had already shipped.
  
  Additionally, this shipment was not eligible for **** Package Intercept, as it is not a ****************** and certain conditions apply. To view this information and more, please visit ****************************************************************.
  
  While we truly regret that this order did not work out as hoped, we have made an exception as a one-time courtesy and issued you a refund for this order. Please allow 3 to 5 business days for this credit to reflect on your end, depending on your banking policy.
  
  If you have any additional questions or concerns, please do not hesitate to contact our ************* team. Thank you.

  Customer response

  03/18/2024

  I did not manually enter the address, it used the one on file - HOWEVER The address it was sent to, IS NOT ON MY FILE!  Hasn't been in a LONG time!

  Optics Planet should at the VERY least, admit fault!  I have never had an issue with Optics Planet until this situation arose!  I couldn't change the address in time, because it almost IMMEDIATELY was MARKED as shipped (Label printed) and NOT picked up!  I called Optics planet at every possible time to resolve this issue!  This erroneous address that was used was NEVER manually entered, and as such has defaulted (CAP LOCKS) address information!

  I have burned up at least 5 hours on the phone over this issue, and as such - Should be recompensed for my labors!

  The fact that this "One Time", statement is a testiment to the fact, they are unrepentant for there trepidation and try to smooth it over with lukewarm statements aiming at ME as the faulty party!  I have been a GOOD buyer from this company for OVER 10 years now!  The fact that THIS is the only problem we have had in many years, should be a VERY crisp and clear indicator that something, somewhere is either coded wrong, or something.  It can't be from my cookies as I am running a new operating system every few months!

   
  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

  03/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On February 21 I decided to by my daughter a tripod for her birthday. I gave Optics planet sales department a call for questions on the tripod and shipping .After getting off the Phone I made the order .With the next couple days got the email stating it was being shipped and tracking provide.As of today March 5th I have still not received my package. After calling Optics planet customer service They explained they can't help me its out there hands since with shipping provider. Not when tracking package hasn't moved since 28th .I've been to post office and was at the office while taking to Optics planet customer service. Post office explained package isn't anywhere to be found to get a refund. Now I explained this the her and still getting run around .I paid ****** for a item and haven't received it .But they still have my money .Order number ********

  Business response

  03/13/2024

  We sincerely apologize for any misunderstanding. Please note that with our free, Value Shipping, the advertised time in transit is 5-14 business days. If timing is critical, we do offer quicker shipping methods to choose from. To view this information and more, please visit the Shipping Policy page of our website (*********************************************************).
  
  We show that your order shipped on Friday, 2/23/2024, and was delivered to your local post office on the 11th business day in transit, (Friday, 3/8/2024), where it was picked up later that same day. Please keep in mind that business days do not include Saturdays, Sundays, or major holidays.
  
  Additionally, the lack of tracking updates on the carrier's website can happen for multiple reasons, but is oftentimes the result of a simple mis-scan by the carrier while in transit. Although it may appear that a shipment is lost or missing, the tracker will update as soon as the package has been successfully scanned at the next stop along its journey. We are truly sorry for the inconvenience that this has caused, and certainly understand your frustration.
  
  If you have any additional questions, please do not hesitate to contact us again. 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.

  Customer response

  03/21/2024

   
  Complaint: 21393590
  
  I am rejecting this response because: I received this package in pieces It's missing the main frame for the ballhead it's useless .Then was told to return after almost a month just waiting for product customerserviceis very rude . I don't own a vehicle I live way out in the country. So basically I'm out 586.71. 
  
  Sincerely,
  
  ***************************

  Customer response

  03/21/2024

   
  Complaint: 21393590
  
  I am rejecting this response because:  I received this package in pieces It's missing the main frame for the ballhead it's useless .Then was told to return after almost a month just waiting for product customerserviceis very rude . I don't own a vehicle I live way out in the country. So basically I'm out 586.71. 
  
  Sincerely,
  
  ***************************

  Business response

  03/25/2024

  We are truly sorry for the negative customer experience that you have had with this order, as that was certainly never our intention. If you are unable to drop off the package that you wish to return to us, we can certainly arrange for the carrier to pick it up from your residence. Please contact our ************* team and we will be happy to assist in scheduling this pick-up for you.
  
  If you would like us to request that a *** driver pick up the package from your home, 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 hope to hear from you again soon so that we can further assist with this process. Thank you again.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My order #******** was placed on 2/6/24, but it was on short backorder (despite being marked as in stock when I ordered it), so I guess a bit of a delay was expected. The item was finally packed and shipped on 2/21/24 and received by the *** carrier in *************************, IL on 2/22/2024. It's worth noting that I can drive from ********, ** to *************************, IL and back in a single day's time.After hearing nothing and the *** website having no updates by 3/4/2024, I called *** for an update. They advised that they have no idea where the package is and to follow up with Optics Planet for a resolution. *** also advised that the MAXIMUM time that I should have received my package was 2/28/24. So the package has been missing for at least 5 days PAST the max ******* date as indicated by the carrier.I called Optics Planet on the morning of 3/4/2024 and after sitting on hold in excess of 20min, the system cut me off an indicated that I should leave a voicemail for callback. By 3/5/24, having received no callback, I engaged "Anise M." via Optics Planet's Live Chat feature. ***** (and supervisor "**************" upon escalation of the issue) stated that they won't even consider filing a complaint with *** until 3/14/24, which is FIFTEEN BUSINESS DAYS AFTER NO MOVEMENT AT ***. Take some responsibility for your terrible shipper choices and send me the item I ordered almost a month ago.This is ridiculous and anti-consumer. Optics Planet chose ***, the crappiest carrier on the planet, and they force their customers to wait and deal with all of their c*** that floats downstream. Chalk up another terrible customer service experience for this vendor -- I should have listened to everyone that said this place is trash.

  Business response

  03/12/2024

  We sincerely apologize for any misunderstanding. Please note that the item's availability is listed on the product page of our website, next to the Add to Cart button. If 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. When your order was placed, the estimated timeframe for shipping was ***** days.
  
  Additionally, the advertised time in transit for Value Shipping is 5-14 business days. If timing is critical, we do offer quicker shipping methods for you to choose from. To view this information and more, please visit the Shipping Policy page of our website (*********************************************************).
  
  We show that your backorder was filled 15 days after your order was placed, and that it shipped out the following day (2/22/2024). This shipment was then delivered on the 12th business day in transit (3/8/2024), which is still within our promised timeframe. Oftentimes, the carrier's tracking information on their website can stall for several consecutive days due to a simple mis-scan of the package while in transit. Although this can be frustrating, it does not mean that a package is lost or missing, but rather, is awaiting another scan upon arrival at the next stop along its journey.
  
  We, again, are truly sorry for any confusion caused, but hope that this information has been helpful. We appreciate your feedback and hope that you will decide to give us another chance again in the future. Thank you!

  Customer response

  03/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I'm done with them.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item from OpticsPlanet based on a the photo and description they provided. The item that arrived was not as pictured or described. I wrongly assumed that it had been sent in error and contacted the seller; their reply was that the item was sold "as is". I acknowledged the item was sold "as is" HOWEVER it was not as pictured or as described. OpticsPlanet took my money for one item and sent a much cheaper item. Had this been a mistake, I could have understood the wrong item being sent; but OpticsPlanet made it clear to me that they knew it was an intentional act to cheat and defraud. I have since come to understand that this is an ongoing issue with OpticsPlanet.

  Business response

  03/12/2024

  We sincerely apologize for the inconvenience experienced with this order, as that was certainly never our intention. After an initial misunderstanding, we show that a full refund has been issued for this item. If you are not already seeing this credit transaction on your end, please allow 3-5 business days for it to reflect, depending on your banking policy.
  
  While we regret the unpleasant customer experience that you have had, we want to thank you for bringing this matter to our attention. Your patience and understanding are also appreciated. Should you have any additional questions or concerns, please do not hesitate to reach out to our ************* team. Thank you.

• Initial Complaint

  03/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Feb 1st, I placed an order for 4 items. The order number is ********, for a total amount of ******. When I received the items, the barrel, price at ****** was missing with a barrel shaped hole in the end of the packaging box. After several tries of contacting optics planet I was told I need to file a claim, to send pictures to the logistics department at optics planet. I did that, 3 different pictures. After a week, I made contact, was told they never received the pictures to send again, I did. Another week, same thing. I have the email chains where I sent these pictures 5 times. And now I get an email saying they need pictures of all the sides of the box. A month later they need pictures of a box. I don't have that box anymore. I have the original 3 pictures, but no box. And I can't get any return emails, phones calls nothing. I bought a barrel through a different website so I really have no need for the barrel anymore like my barrel, so i want a refund, not store credit because I don't want anything to do with optics planet. Poor customer service. Very poor. I will never buy from optics planet again. Attached are the 3 original pictures.

  Business response

  03/12/2024

  We sincerely apologize for this less-than-ideal situation, and for any confusion caused. While our logistics team did receive the photographs that you provided, the carrier responded to the claim that we filed by requesting additional photographs of the package. As soon as this request was received from the carrier, we immediately followed up with you to request the necessary photographs.
  
  Although the carrier requires these photographs to proceed with their investigation, and our claim cannot be resolved until they have been provided, we have gone ahead and issued you a refund for this item. Please allow 3-5 business days for this credit transaction to reflect on your end, depending on your banking policy.
  
  While we truly regret that this order did not work out as planned, we hope that you will decide to give us another chance in the future. We value our customers and appreciate your patience throughout this process. Should you have any additional questions, please do not hesitate to contact us again. 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

  03/13/2024

   
  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,
  
  *********************

*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. ↩