ComplaintsforMr West's Outpost

• Initial Complaint

  08/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a gun through this company and after multiple attempts to reach out to them they finally just voided my order without proof of receipt. When I called in they hung up on me multiple times, called me "Big Guy" (assuming because I'm overweight and they thought it would be funny, I don't know why else my weight would be brought up). After finally getting through they told me they would send a receipt whenever they can. I requested to stay on the line but I was once again hung up on. I was disrespected by ***, *****, ****** and the owner ***. *** told me I would have my order within two days but then proceeded to hang up on me. I was also refunded less than I paid without any explanation.

  Business response

  08/19/2022

  This customer placed an order for a firearm on a third-party platform we conduct business through on 08/08/22 @ 8:02PM. By law we need a copy of the Federal Firearms License customers want their firearm orders shipped to before we can ship firearms.  We received the necessary FFL copy on 8/10 @ 10:28 am and planned to process the customer's shipment that day.  The customer called our customer service phone line at 10:50 AM on 8/10 and inquired when his order would be shipped and also asked why we hadn't responded to the three emails he had sent us.  The CS representative quickly searched our email database and wasn't able to find any record of the emails the customer mentioned.  The CS representative apologized and stated that we hadn't received any emails but that we had just received the necessary FFL and would process the shipment that day.  The customer asked why it was taking so long to ship his order and requested a refund on the shipping charge he incurred.  Our CS representative explained that no firearm order can be shipped until an FFL is received and that we had received the needed license information 20 minutes prior.  The customer became very irate and began using vulgar language with our CS representative.  Our CS representative offered to escalate the customer to a manager and the customer became irater and began talking over our CS representative and communicated additional vulgar language.  At no time during the conversation with the customer did our CS representative insinuate or say any derogatory comments to the customer.  Our CS representative offered to assist the customer numerous times but nothing that was offered seemed to appease the customer's irrational behavior.  During the conversation the customer mentioned wanting a refund and his order cancelled twice. 
  
  The owner of our company overheard the tail-end of the conversation and intervened to try and assist in the situation.  Our owner asked if we could start the conversation over and assured him that we wanted to assist him with his concerns.  The customer asked when tracking information would be provided and our owner explained it would be shared later that day when his shipment was processed.  The customer hung up the phone.  Our owner discussed the situation with the CS representative and once he was briefed on the entire situation, he made the decision to cancel the customer's order because he felt we weren't able to satisfy the customer's expectations.  Our owner and CS representative composed a message through the 3rd party platform the transaction was conducted on to alert the customer of our decision to cancel his order and provide him with a full refund.  Less than 3 minutes later the customer called and asked why we cancelled his order and our owner explained that we felt we wouldn't be able to satisfy his expectations and felt the best outcome was for us to cancel his order and provide a full refund.  The customer again communicated vulgar language and called our owner derogatory names and taunted him, multiple times.  Our owner explained that his refund was being processed right then and that he should see the funds back in his account within 3 - 5 business days, which is standard for credit card refunds.  The customer requested a receipt copy of the refund, so we promptly emailed and texted a copy to him.  The customer proceeded to call our CS line 10 - 12 times and yelled profanities to multiple employees and claimed that he could continue this all day long.  Our owner answered two of his calls and explained that we had completed his refund, sent him a copy of the refund via email and text and that our business with him was complete and asked that he stop calling and harassing us.  At no time during the conversation with the customer did our owner insinuate or say any derogatory comments to the customer.
  
  Our business has over 6,675 A+ positive feedback ratings as a seller on the platform this customer utilized to make his purchase.  We have a stellar reputation for taking care of customers and their needs in all aspects of our business.  The way this customer communicated profanities and derogatory comments is inexcusable and no one should be subjected to this type of behavior.  We stand by our decision to cancel this customer’s order.
  
  Attached to this reply are screenshots outlining the timeline and actions we’ve described taking during our interaction with this customer.  We’ve also attached screenshots of the texts this customer sent us as well as our call log showing the number of times he called to harass us even after his refund had been processed and the refund receipt shared with him through two different channels.

  Customer response

  08/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: the CS rep never once offered to escalate it to the manager. I had to request a manager multiple times. The CS rep and mumble and laughed under his breath at one point in the call. If they would have listened to me instead of trying to argue they would have realized that the FFL was sent three days prior but they somehow “didn’t get it” I never asked them to send the gun without the FFL nor would I but again, they wanted to argue and not resolve the problem. The owner then admitted that both parties could have handled the situation better and requested we start fresh, which I agreed. He said he would continue with the order and “would personally walk the order back to shipping to ensure it got out that day” To my surprise I get an email from the owner stating he was just going to cancel the order without any sort of explanation 

  Sincerely,
  
  **** *

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