ComplaintsforWitmer Public Safety Group Inc

• Initial Complaint

  07/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on 06/15/2023 i placed an order for 26 total boxs of ammo (each box containing 20 rounds) which was the total remaining units the website said it had in stock. The order number is: ********. on 06/22/2023, i received in the mail ONE single box of ammo. The shipment was short 25 boxs. i sent an email right away and did not receive any reply back, so i decided to call the customer service number on 6/23. I spoke to a representative who told me that they only had one box in stock and that the remaining 25 had been placed on back order. i placed my order with the understanding that it was in stock. i requested that my order be cancelled and refunded. the representative told me i could not return the single box i received but that the remaining 25 boxs on back order would be cancelled and i would be refunded. after about 2 weeks without a refund i called and was told they finally got to doing the refund and i would receive the refund any day now. its now been ANOTHER 2 weeks since then and a total of one month since i initially placed the order and i have yet to get a refund. these people have given me the run around and will not refund my money. i want my money back right now i feel as if ive been scammed. what a terrible way to do business ive never dealt with such an unprofessional business before.

  Business response

  07/20/2023

  This order was refunded on 7/18/2023.  Very sorry for the delay.  We will work on better communication between our customer service and finance team. 

  Apologies,

  ***** ******, CEO

  Customer response

  07/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two cans of **** on 5/14/22, order number *******. I really only wanted one can... but ordered two since the price of shipping made sense. One can shipped. The other never did. I emailed (and called) asking for an update on the item, and never heard back. I gave up, and ordered one from another vendor, after a few weeks, and filed a claim with my card company on 6/22. My credit card company contacted them on 6/23. Lo-and-behold, after my credit card company contacted them, on 6/25 the vendor finally replied "oh yeah that's in stock it'll ship shortly." The item then shipped on 6/27. I'd ask that wpsg refund the item, tax, and proportional shipping on the item. This is what I asked my credit card company for. Honestly, if they wanted to provide exceptional customer service, they could refund all of the shipping since as I said I only wanted p/n -3030 anyways. Respectfully,***********************

  Business response

  07/11/2022

  ******,
  Thanks for bringing this situation to my attention.  Here is what I know:  
  1) when you placed your order, the **** was not in stock, the website should have indicated that.  
  2) we immediately shipped your ****, which was in stock.
  3) we ordered the **** from the vendor, which resulted in us receiving your **** on 6/7.  
  4) our system should have immediately created a pick task as the **** was the final item from your order, so once it arrived we should have been trigged to pick and ship.  Something went wrong in the system and I'm hoping to understand why from my warehouse manager, and hoping we've fixed whatever issue caused it. we are in a brand new system as of March and still working out the bugs.
  5) it was your call with Kym S. in our customer service department on 6/25 which triggered the order to ship, not a call from your credit card company.
  6) as soon as it was known that this pick task existed, apparently our system requires it to move forward, meaning it was too late to cancel.  I will be looking into why that is the case, especially when a customer states they want to cancel.  
  7) you were told by Kym that the item would ship and that the next steps were to create an RMA.  It doesn't seem like you want to do that and instead contacted the BBB.  
  

  What I will offer in this case is a credit on your account since you don't want to return your item, and we were slow to ship your item once we received it.  Your item was $16.79, the proportional shipping for that item is roughly $3 as our shipping fees are based upon combined weights and dimensions, excluding this one item, smaller and lighter, from the order would only barely reduce the shipping.  The original shipping you paid was $16.60.  I'll round up, so I will have customer service create a $20 credit and you can use it on a future order.  
  Thank you,
  James

• Initial Complaint

  06/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 25 November 2021 I placed an order with Thefirestore.com for one (1) Level IIIA Concealable ballistic vest at a cost of $1211.50. I was initially told that custom orders and items not in stock have a lead time of 45 days. By February 2022 I had not received any updates on my order and thus contacted Thefirestore.com customer service number. I was told that the warehouse had not received my order but that it would arrive in March. I called customer service in March 2022, and was told that the warehouse had received my order and that I would receive it my the end of the first week of April. I did not receive my order, and contacted customer service again. I was told that my order was still at warehouse and that they were not sure why it hadn't shipped but would ship it out. I called again 20 June 2022 and was told that my order was still at the warehouse and hadn't been shipped yet but they would ship it out. I still have not received my order after 8 months. I have called numerous times and still have not been told why my order has not been shipped or when it will ship. Thefirestore.com has removed the "Order Status" page from its website so I am unable to view the status of my order. I would like for the Witmer Public Safety Group to honor the commitment to provide me with the product that I paid for immediately.

  Business response

  06/24/2022

  ******, 

  Thank you for bringing this to my attention.  I could bore you with gory details about how our software transition and a glitch was preventing my warehouse from seeing that your order was complete and ready to ship, but you don't care about that and I don't blame you.  When you called in to our call center and were told the item was in stock, they should have done more and didn't, and for that I am very sorry.  I've personally escalated your order directly to our warehouse manager, who has confirmed that your order has been picked and packed.  You should see a shipping notification via email later today.  Your message has enabled me to press on this "glitch" with my IT team and we will make sure to fix this so that it does not continue to be an issue.  I'm very sorry for the delays you have experienced.  

  Humbly,

  James W*****, CEO

• Initial Complaint

  06/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ************.com had flashlights on clearance for an advertised price of $0.00. I ordered 10, my order was filled and shipped. While it was in transit *** tracking showed Shipper requested return, my package was returned to witmer public safety group. When I called they stated it was because I did not pay the price of the product and if I wanted my order I would have to pay $160 an item. I have a few other members on my department that ordered the same item and received there products for the advertised price. I would like the products I ordered for the advertised price

  Business response

  06/09/2022

  The first section of our Terms and Conditions states that we reserve the right to make corrections in the event of a misprint.

  "Prices listed on this site are current. Due to the wide selection of products offered, prices may change without notice. We also reserve the right to make corrections in the event of a misprint."

  As you well know the price of $0 was a misprint and it seems that rather than contacting us about an obvious error, many of you tried to take advantage of the mistake.  We will not be honoring your sale.  Those customers that got lucky that our system didn't catch the problem can decide whether or not they feel good about knowingly taking advantage of a business that is all about supporting the Fire Industry, the **************************************** among many others.  I'm intensely disappointed in your response and the response of all of those that decided to take advantage of an obvious mistake.  

  James W*****

• Initial Complaint

  05/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered two pair of shorts from the **** Store in April at $89/each. Received the shorts but found they were too small. I called customer service to request an exchange, and was sent a return authorization notice to be included with the returned merchandise. I returned the merchandise by ***** (shipping number ************) and received a delivery confirmation notice on April 18, and that it was received by "ACHISTINA". Having not received the new merchandise, I called on 20 May to check the status of my exchange. The representative could not answer my questions but assured me that she would call on Monday, 23 May. I requested a refund in the original amount of the merchandise ($194.38). I have not received a call or email, but saw that Witmer Public Safety Group, instead, charged my bank account $194.38 on May 23. Not only have I not received the merchandise I requested to exchange that I already paid for on April 7, Witmer Public Safety also withdrew an additional $194.38 for something I did not order, nor did I receive the refund I requested.

  Business response

  06/14/2022

  This is the message from my customer service manager:

  *****,
  

  I asked ******* if she had the tracking # for the return of the replacement shorts. She reached out to **** to see what he wanted to do. He advised her he still does not have the refund.
  
  I checked CyberSource to confirm it was there and I could not locate it. I reached out ****** and she confirmed that although it looks like everything went through okay in NetSuite,it did not. There is one box that must be unchecked for the refund to go through, and it was checked in error. ****** took care of the refund today and I confirmed it is in CyberSource. Attached is a copy of the refund.
  
  ******* will call **** to advise what happened and to ask him to let us know when he can see the refund,so we know that part is taken care of. In addition, she will find out if he wants to return the replacement shorts for a refund as well. He filed the BBB complaint asking for a refund prior to receiving the replacements. We want to confirm he wants to be fully refunded (which means returning the shorts he has)or was he just asking for one of the charges to be refunded.
  
  Ill follow up as soon as **** confirms he can see the refund and whether he is returning the replacements shorts.
  
  ***

  Hopefully this closes out this issue.  I apologize for your frustration in this process.  We are still learning a very complicated new system that will serve us well eventually, but has had some challenges early on.  Very sorry though for your experience.  

  James W*****, CEO

• Initial Complaint

  05/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/23/21 I purchased fire boots for my son for $103.83, the credit card was charged that day. The estimated ship date was 4-5 weeks. I hadn't heard anything by mid Jan and reached out by email. Quite some time later I received a response they would be shipped mid Feb. The same thing happened and I received a response of mid March, then mid April, then mid May. I just called and was told mid May yet it is 5/16/22 and they know nothing else. I told them to cancel the order and refund the purchase. I was told she will send an email to the sales dept but they have to reach out to the manufacturer before they can refund me. I was told they will email me when they know. I believe they fraudulently charged my card for the purchase of an item that they clearly weren't prepared to sell. They have not updated me once since my purchase and when I reach out to them I have to wait days to hear back and then am treated like I am a problem because they have no idea about the actual status of the order because they are selling it but it ships from the manufacturer. The rep just told me they are "trying to get caught up on their sales emails but are still about 200 behind". I don't feel like that is the customers problem yet that is exactly how the customer is treated. I have attached a copy of my credit card bill from Nov. The purchase is listed as WPSG, Inc on 11/24/21

  Business response

  06/14/2022

  Per discussion with our customer service manager, I have confirmed that ************* has been refunded and received the check last week.  I'm very sorry for the delay and the poor communication.  We are reliant in situations like this on the lead times of our vendors and unfortunately the dates kept changing.  

  Best regards,

  James W*****

  CEO

*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. ↩