ComplaintsforBotach, Inc

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Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
There was a duplicate order, and all of that could have been fixed intermediately over the phone. But this company has a policy of not wanting to speak over the phone with any customer. You send them an email and have to wait 2 to 3 days for a response. They also do not have any information on their web site stating company return policies. So a customer has no idea what do if theirs a request. Their policy is that if they got your money and theirs an issue with an order. "Your Screwed".
Business response
06/10/2024
Hello,
The orders were placed almost a month apart and you had emailed us the *** for the firearm for both orders and communicated with us about both orders. There was no red flags or reason for us to believe you placed the order by mistake.
There is no returns on firearms. This has been stated to you a few times via email. I'm sorry you purchased the gun twice, but we do not accept returns on firearms.
Initial Complaint
05/21/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 4/8/2024 I ordered firearm accessories from Botach.com (B&T BWC 9mm Folding Conversion Kit for SIG P320 w/ Aimpoint) The accessories arrived and when I attempted to use it they would not function as advertised or as intended. The accessories fit over a regular SIGP320 and should not impede or affect the functionality. After multiple attempts, the accessories would not work rendering the entire firearm not usable. I contacted Botach customer service several times via email and phone leaving numerous voicemails. Eventually, I got ahold of the government sales line which directed me to once again send an email. My email was answered but the service representative stated I was out of time frame. I argued with them back and forth and the customer service rep finally admitted or realized they did not get back to me in time. The representative offered store credit after I specifically requested a refund (this is after dealing with the company and getting a headache from the poorly ran customer service center). The representative then told me I would receive a refund but a 15% restocking fee would be issued. I did not agree with this as the product I was sold was defective. The representative stated the product was not defective however, I do not believe they tested the product only looked at it. I am not happy with this outcome, I was sold a defective item and after an extensive uphill battle, I was offered an inappropriate resolution.
Business response
05/21/2024
Hello,
We initially offered store credit for the full amount, which aligned with the customer's original request. After the store credit was issued, the customer changed their mind and requested a refund instead. According to our company policy, which is clearly outlined on our website, a refund to the original payment method incurs a 15% restocking fee, as the item was inspected and found to be non-defective and has it has been opened and used the restocking fee on a refund was applied. We we have acted within our rights and in accordance with our policy.

********************************************
Business response
06/05/2024
Hello,
We initially offered store credit for the full amount, which aligned with the customer's original request. After the store credit was issued, the customer changed their mind and requested a refund instead. According to our company policy, which is clearly outlined on our website, a refund to the original payment method incurs a 15% restocking fee, as the item was inspected and found to be non-defective and has it has been opened and used the restocking fee on a refund was applied. We we have acted within our rights and in accordance with our policy.

********************************************
Initial Complaint
05/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I NEED TO BE REFUNDED ALL SHIPPNG COSTS THAT CAME FROM BOTACH'S ERROR ADVERTISING ERROR. SEE ATTACHMENTS FOR DETAILS. BOTACH INCORRECTLY ADVERTISED WHAT I PURCHASED. I PAID FOR SHIPPING TO ME AND FOR SHIPPING TO RETURN ITEM TO BOTACH.BOTACH OWES ME THOSE SHIPPING CHARGES AS SHOWN ON ATTACHED DOCUMENTS.TOTAL OWED TO ME $87.28
Business response
05/20/2024
Hello,

We have refunded the shipping cost, but we cannot cover your return shipping as a label was sent to your for return.
Customer response
05/20/2024

Complaint: 21736307

I am rejecting this response because: BOTACH ON 5/3/24 REJECTED PAYING FOR RETURN SHIPPING (SEE ATTACHED DATED MESSAGE LOG). A WEEK LATER ON 5/10/24 YOU SENT A SHIPPING LABEL AFTER YOU HAD ALREADY RECEIVED THE RETURNED ITEM!!!!! IT IS NOT ACCEPTABLE FOR YOU TO SEND ME AN NFA RULES SHORT BARREL UPPER RECEIVER BY YOUR IGNORANCE AND EXPECT ME TO POSSESS IT ILLEGALLY FOR A WEEK!!!!!!!!!!!!!!!!!!!!! I GOT IT OUT OF MY POSSESSION THE *** AFTER IT ARRIVED. THIS IS ALL BOTACH'S DOING BY NOT TAKING RESPONSIBILITY IMMEDIATELY FOR THE MISTAKE YOU MADE!!!!!!! I DO NOT ACCEPT PAYING FOR YOUR MISTAKE!!!!!
YOU OWN ME AN ADDITIONAL $42.28 FOR WHAT I PAID TO GET THIS ILLEGAL FOR ME TO POSSESS UPPER OUT OF MY POSSESSION WITH OUT DELAY.

Sincerely,

***************************
Business response
06/05/2024
Hello,

We have refunded the shipping cost, but we cannot cover your return shipping as a label was sent to your for return.
Customer response
06/05/2024
I have provided my position with documentation that Botach is 100% responsible for PAYING ME FOR the return shipping amount. Botach CHOOSES TO NOT REFUND that amount. I do not agree with Botach's position for the simple facts BOTACH MIS-IDENTIFIED AND MIS-ADVERTISED what they sold to me. AND what they sold to me DUE TO BOTACH's ERROR was NOT LEGAL for me to possess without ATF's NFA Branch documentation, that I never intended to possess or purchase and ONLY DID DUE TO BOTACH's ERRORS!!
BOTACH IS 100% RESPONSIBLE FOR ALL THAT WENT WRONG!!
***************************
Initial Complaint
04/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On March 7th, 2024 I paid for two Tru-catch traps to the total of 1040.08$. After a month of hearing nothing, I called and they said the cages were shipped directly from manufacturer and they had no estimate on ETA. So I cancelled the order on March 27th. Since then, I keep getting emails stating I havent been charged and the transaction was voided. However I WAS charged via PayPal and I have yet to get a refund. I have emailed several times and keep getting the same response with no refund. I would like to be refunded the 1040.08$ that was pulled out of my account on March 7th!
Business response
04/10/2024
This order was not charged as the authorization was voided through PayPal. We have communicated this information multiple times via email. Please see the attached document as evidence.
Initial Complaint
03/26/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hi I placed Order #******** Total billed my Credit Card was charged $104.13 I placed my order on:17th Feb 2024 I never received my products. I called & left voicemails but my call was never returned. I read mulitiple other bad reviews of this ************** all say that there customer service is none existent. I emailed & the company looking for a status of when I'd receive my order.The company responded back saying it was delivered & they gave me a confirmation number. The company email came from a person named Mykala.Mykalas email basically said it's my problem. I should contact my *********************** So I called my neighbors but none of them had received my package. I called my local postoffice there responce is listed in my email I sent to Mkala which I included below.Hello ?Mykala.I have a large mail box & if your box wouldn't of fit in my mailbox they would of put it by my front door.I asked my neighbors if the received any boxes or other types of my mail that was addressed to me they said no.I called the post ************* said the sender didn't request to get a signature so although their computer records indicate it was delivered the post office doesn't garentee because of the large number of packages they handle.They get similar calls everyday about lost packages that show were delivered but in reality the customer never received them.I am very disappointed at the response email you sent me because it's saying it's on me to figure it out where my order is.If I can't find it your email only said "you take this seriously "But you don't take it seriously enough to do anything about it. I paid in full.I have traded multiple emails with ******* asking for updates. Every responce says the same thing they are investigating & that takes time.It has now been 5 weeks & the company still says there investigating??????I decided to ****** reviews about the company & found multiple bad reviews.
Business response
03/26/2024
Hello,

I am sorry for the delay in your order, The claim is open and being investigated. We have requested an update and will let you know as soon as we have an answer on the outcome of the claim.
Initial Complaint
03/19/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I made a purchase with this company on 2/28/24 and paid for shipping. The item has not arrived as of 3/19/24 and appears as though the item may have been lost in transit. Botach tactical is refusing to issue a refund for the lost item until it is returned to them.
Business response
03/19/2024
The item hasn't been lost during transit; it was scanned on 03/16/2024 and is currently being returned to us because **** couldn't make the delivery due to access issues. Once it's back, we'll proceed with processing it as a return and issue a full refund to the customer. If the product had been lost, the situation would be handled differently, but since there's been a recent scan on the product, it's on its way back to us. Customer was informed all of this via email today 03/19/2024.

Customer response
03/19/2024

Complaint: 21454636

I am rejecting this response because:
The package in question has traveled from ****** to ********* twice. The first time, the **** advised that they were unable to access my address. This is untrue, as they did access my address to deliver other items and I have video footage of the **** employee dropping items off in front of my door on March 8th. On that date, the tracking history stated that the package arrived at the ********* post office, then it said they could not deliver the item, then it said it was processing the shipment in LV all within a couple of hours. The tracking history has been changed since that date.
After the first incident, according to the current tracking history, the the package traveled again from ** to TN and there was no attempt to deliver the package before it was sent back to LV a second time. This is inconsistent with the practices of the **** and indicates the package is lost.
At this point, it is reasonable to determine there is a significant problem with this shipment, which is likely lost. I understand that Botach, Inc. is not directly responsible for what the post office does. However, they are responsible for ensuring items are delivered to their customers. Botach, Inc. elected to do business with the ****, a third party organization, and it is not the responsibility of the customer to ensure their chosen third party organization is competent. Nor should the customer suffer for the incompetence of *********** or their third party appointees.
Lately, I emailed ***** the Botach, Inc. **************** Manager several times today, and she refused to forward her supervisor's contact information to me. This is unusual and suspicious business practice. Moreover, she told me it was my responsibility to contact the post office. I suppose she would have me collect the insurance money if the **** ever admits the package was lost... He request was ridiculous and offensive. I don't sit around all day hoping to deal with Botach, Inc.'s shipping problems!! That's her job!
Sincerely,

*********************
Business response
03/21/2024
Hi ****, This is still in transit to you with a recent scan.
Moving Through Network
Departed **** Regional Facility
********* ** PACKAGE SORTING CENTER
March 20, 2024, 5:05 am
We understand that **** is having some technical issues, But unfortunately that can happen. The package has a recent scan as of (March 20th, 2024) so it is not lost. We cannot refund an order that is in transit. If you no longer want the item you can have it returned to sender by calling your *********** and refusing the package. We would issue you a full refund once it arrives back. **** has also made you aware that she is the Manager, She offered to transfer your email to one of our **************** Reps if you didn't want to speak with her anymore and you were unhappy with that as well. She is the **************** Manager and is the highest you can speak too.

If you decide to refuse the package please email us so we can keep an eye out for it to get you refunded ASAP. Thank you.
Customer response
04/10/2024
I refused the item and USPStracking confirms that the parches been returned to the original sender. I emailed Botach customer service manager **** on 04/07/2024, to inquire about my complete refund, however, she has ceased communicating with me. Botach owes me $226.04.
Customer response
04/10/2024
I refused the item and USPStracking confirms that the parches been returned to the original sender. I emailed Botach customer service manager **** on 04/07/2024, to inquire about my complete refund, however, she has ceased communicating with me. Botach owes me $226.04.
Business response
04/10/2024
Mykala has been in contact with you today 04/10/2024
Initial Complaint
12/14/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered a Glock G19M *** Model Gen5 9mm Ameriglo Agent Nights. It shipped quicker than it has in the past from Botach, which was nice to see. I went to my FFL to pick it up but immediately noticed that it had the original Glock OEM sights, not the Ameriglo Agent Nights (so this firearm is still at my FFL) . So I called Botach on 12/8/2023 and they apparently don't answer the phone. You have to leave a message to be called back. Left my message and explained what had happened and left my order number and phone number to call me back. Nothing. I then proceeded to email at ******************************** on 12/8/2023 it's now 12/14/2023 with no reply. I proceeded to call on the 11th, 12th & 14th of December 2023. not once have I been called back. I also emailed on 12/12/2023 to ***************************** which I got an automated email saying they would respond within ***** hours. Still nothing! I just want what I paid for or I want to be able to send this back. Horrendous, non-existent, customer service!
Business response
12/15/2023
Hello,
Thank you for reaching out, I have sent this order number to our firearms team so they can get this fixed for you ASAP. I do apologize for the delay with response.
Customer response
12/15/2023

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
12/04/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed a first time order with Botach on 10/30/23 for 12 magazines. Order number is ******** for $`156.15. On 11/9/23 I emailed their customer service asking for an update on the order, as I received no notification of shipment or tracking number. This was about 2 weeks from when the order was placed. I was concerned because my order was placed in the status of backordered. I found this odd because all items were in stock at the time the order was placed. I got an email back from ***** the ** Manager who indicated that the translucent smoke magazines were the ones on backorder. She indicated that they would be in stock by the end of that week. On 11/17/23 I emailed the ** department again for an update. On 11/21/23 I get the same response that my order is still on backorder (yes. I can easily see that on their website). I replied back to Mykala that this was not what I expected based on ****'s response. Come 11/22/23 I get a response from Mykala that she sent an email to her team to request and update regarding the order and would promptly share the info with me asap, along with an apology for the inconvenience. I don't want any more apologies. I want my order. At this point I am extremely frustrated with the unprofessionalism and false inventory provided on their website. This isn't the business's first time doing this. If you look at ****** reviews you can clearly see that many others have been in the same situation and therefore it is obvious that this is a known issue that they still haven't resolved. I am requesting a complete refund. If this is not handled in a timely manner I will contact my attorney to get this resolved.
Business response
12/20/2023
Hello,

This order was cancelled at your request on 12/06/2023
Customer response
01/12/2024
The company refunded me my money. I am satisfied with the resolution.
Initial Complaint
11/21/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order #******** 1 product totaling $271.56 ORDER PLACED 25th Oct 2023 LAST UPDATE 26th Oct 2023 Received October 28th 2023.I attempted to return the item and exchanged the item for a more expensive item because the specifications of the item were not what I needed. I was told no returns and no exchanges, but this was not told me or informed to me during the purchase process. It was not in my receipt or emailed to me at any point. I have made other purchases and there is no mention of their 14 day no refund or exchange policy. This is deceptive and unethical especially when customer service with take 10 days to resolve an issue. Example of order receipt below from a different order. I have copied it in its entirety, with no omissions except my personal information (address ect). Clearly no information about return policy or any info that does not allow for exchanges. Clearly intentionally deceptive. Thanks for your order Order #******** Ship to My address Holosun SCRS RED Multi Reticle Solar Charging Reflex Sight Holosun SCRS RED Multi Reticle Solar Charging Reflex Sight SCRS-RD-MRS ****** HoloSun $269.99 USD Qty: 1 $269.99 USD Subtotal:$269.99 USD Coupon Code (QN714700):-$40.50 USD Shipping:$6.98 USD Tax:$15.37 USD Grand total:$251.84 USD Payment method:Credit card Shipping method:Value Shipping (5 - 10 Days) for $6.98 USD Billing Address My address omitted ************* ********** RANK / TITLE PURCHASE ORDER #ARE YOU SALES TAX EXEMPT SALES TAX EXEMPTION INSTRUCTIONS.FEDERAL AGENCIES, ********************* ENTITIES CAN REQUEST SALES TAX EXEMPTION. EMAIL YOUR AGENCY PO / TAX EXEMPT ************ NUMBER TO ***************************. NOTE: SALES TAX WILL APPEAR ON ORDER CONFIRMATION BUT WILL BE REMOVED PRIOR TO FINAL ********************* STOCK PICKUP INSTRUCTIONS FOR IN-STORE PICKUP, USE OUR ADDRESS ********************************************************************* AND THEN SELECT "FREE CURBSIDE PICKUP" AS YOUR SHIPPING METHOD.
Business response
11/22/2023
Hello,
I am very sorry for any confusion, You were told via email that you could not return as it has passed our 15 day return policy. This is located on our policy page.
Business response
11/22/2023
Hello,

I forgot to provide the link to our policy page, but is is very clearly noted.
********************************************
I understand the customer is upset that they purchased the wrong thing, but it is simply outside of our return policy which provides ample amount of time to check and inspect the item purchased.

Customer response
11/22/2023

Complaint: 20896811

I am rejecting this response because:
The policy is not stated on the receipt or during the order process anywhere. When the customer service rep takes 10 days to resolve a complaint, then the reply is its outside the 14 day and that is the reason they cannot accept an exchange (I wanted to buy a more expensive item in exchange and pay the difference!). There was a 2 day gap in the original reply and another 4 days gap between replies. If Botach wants to take a hard line on the 14 days then they should reply more quickly and give all the information to the customer when they purchase something. A reply that is along the lines of "Well its on the website so you agree to no returns/exchanges/refunds because you shopped here" is not being transparent. Botach wants a hard line on 14 days, then do better, make sure everyone is informed, otherwise it definitely seems like they do not want customers to know about it.
Other websites with no return or refund policies clearly state it in multiple places: On the item page, during checkout, and on the receipt so there is no confusing what the customer is agreeing to complete the purchase. Implied consent has no legal standing in retail commerce and the customer must be informed, the retailer must make a reasonable effort to inform the customer or "as is" status or "no refund policies". There is no implied consent legal precedent for e-commerce. If Botach needs to understand how this works they can do to **** listing and learn how to create listings that inform their potential customers of return policies on item listing so there is no disputes later, its not difficult to understand, which leads me to believe this is intentional and deceptive.

Sincerely,

*******************
Business response
11/22/2023
Hello,
Your only email regarding the return was sent November 15th at 12:12 AM, Which is 18 days after delivery. We replied back November 15th, 11:34 AM asking for your order information. You replied November 16th, at 8:35 PM. We replied back Nov 20, 1:03 PM letting you know that it was outside of that policy. It counts from the day you reach out, (November 15th) Not the day a reply is sent. Our return policy is designed to be transparent and fair to all customers. We do our best to communicate it clearly on our policy page to avoid any confusion.
We will not be able to accept a return as you are outside of the policy. I apologize and I wish you a wonderful holiday season.
Initial Complaint
11/06/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- my husband purchased 300 round of NEW green tip **** ammo. The product we received is Clearly damaged and not as shown in there advertisement that we purchased from. We received the rounds on 10/27 but as they were already closed for the weekend we were not able to make contact till 10/30. They initially refused to do a refund and claimed we didn't know what we were talking about and that th le ammo was brand new. They have not taken accountability at all. They finally agreed to a return but we have to pay to Ship it back to them as that are claiming it's not a defective poducted. It will cost us nearly 60$ to send back and given the conditions of the rounds and the attitude we have received. We feel that rounds are unsafe and signs of degrading.
Business response
11/21/2023
I wanted to confirm that the items you received are brand new and remain unused, packaged in bulk.
As per our previous email correspondence, please be informed that you are more than welcome to initiate a return for the product. We are committed to providing a full refund upon receiving the returned items.
If you have any further questions or if there's anything else we can assist you with, please feel free to let us know

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