ComplaintsforSellmark Corporation

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid a lot of money for a product (pulsar thermal optic) and it is defective and still under warranty and I cannot get anyone to answer the phone, call me back, or answer emails from Pulsar/Sellmark. I feel that I am stuck with a broken product and I have no where to turn. I want my optic replaced with a new one.

  Customer response

  04/24/2024

  Better Business Bureau:
  
  Resolved

  
  Regards,
  
  *********************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  At the beginning of Jan 2023 I bought a Sightmark red dot mini for my Taurus Tx22,and had it installed where I bought it at Gun Rack in *********,**. Two days later I went back to Gun Rack's range to shoot it and noticed it wasn't working,I showed it to an employee and he agreed. He told me to return it to Sightmark and did the paperwork. I went home,printed the return label and shipped it back to Sightmark on Jan. 19,2023. I've made 17 calls(leaving 11 messages)and 6 e-mails, would be happy to send you dates,times,and correspondence numbers. Feb.1,2023 I received an e-mail from ************************* acknowledging receipt. I then found that Sightmark was actually under Sellmark,in the same Building,and called the sales ***** and spoke to a man named **** who agreed it was a lengthy delay and forwarded an e-mail to *************************. I still haven't received any of any action taken in regards to this matter. At this point I don't trust or want anything to do with this company, and want a full refund of $265. I enclosed a copy of receipt of purchase with return.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I filed a warranty claim on a sightmark wraith that received a RA# for repair/replacement. I spent $40 to s*** the unit back and 2 weeks later with no communication I received another defective unit. I have tried phone, email, online chat, and social media posts for a resolution. However, I was never contacted. I have invested $900 in two sightmark wraiths, but neither are fully functional and no one will return my request. I have proof of purchase for 2 units 45 days apart. I would like full compensation for both units, and the manufacturer may have their subpar materials returned while they cover all further shipping costs.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date: February 11. 2023 Amount Paid: $79.89 SightMark was to send me 1-9mm Bore Site & **** cal Bore Site. I received an email that said it would be shipped FedX Ground, but no tracking number. When I looked at MY ACCOUNT Oder History it had the following. Order: #SMWS6372, Date: February 11. 2023, Payment Status: Paid, Fulfillment Status: ******************** $79.89. I have tried numerous time to reach them by phone ******************************* they never pick up & I have to leave a message. They never return messages. I also tried emailing them ******************************* support.sightmark.com tried their contact link and their support link on their web sight ********************************* several times with no answer. I would like them to send the merchandise I ordered and return calls or answer emails.Odder # is SMWS6372

  Customer response

  02/18/2023

  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. Product delivered on 2/18/2023
  
  Regards,
  
  ***************************

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  WARNING WARNING WARNING I purchased a Rxq30v thermal scope on 08/27/21 had possibly been used 3 or 4 times well out in ******* Now the batterys that were (included) have corroded so bad inside the scope it cant be taken out. I reached out to pulsar or sellmark if you will on 1-10-23 and got a response from a *************************, whos is absolutely no help every time I send over a detailed email with a very clear explanation on whats going on I get an email back saying (how can I help you). On 1-14-23 I requested to speak to a supervisor its now 2-10-23 no supervisor has been in contact. 2-10-23 I reach back out and ** told they their system crashed recently and they lost all data.Im also told they have recently switched out a bunch of staff and dont have very much staff on board at the moment. Im also told they just had a big ice storm. What does them being short staffed and losing all their data plus having an ice storm have anything to do with the product I spent 2k on thats under warranty? I will provide photos of all there excuses and along with my original purchase receipt so they cant try the no receipt excuse.GOD BLESS AND FROM A VETERAN DONT TRUST THIS COMPANY.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a sightmark wraith 4k *** in November, just before Black Friday. I attempted to put the scope on and the mounting bolt broke. I contacted sightmark and they immediately sent a new mount, no questions asked. That is perfect. Within a couple days, I had the scope freeze on the shutdown screen. I reset the scope, and it worked fine since last week. Now it is constantly freezing, and I have to reset it whenever I use it. I contacted sightmark 4 times in a week with no response. So I am here to try to get a response from sightmark

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I sent my Pulsar Thermion 2 Thermal Rifle Scope XP50 in for warranty repair on November 22, 2022. My return authorization was approved and a case number assigned RA#****** On December 11, 2022 I reached back out to Sellmark as it had been almost a month with no communication. On December 12, 2022 I received a message stating your scope could not be repaired so it was sent back to the factory. We are replacing your scope with a brand new one. Our warehouse currently is slower than usual because were updating our shipping software. We hope to be back up and running in the next week or so. I messaged the company again on 1/10/2023 and never receive a response. After 20 plus phone calls to the warranty phone number ************ I finally spoke to a staff member on Tuesday, January 31st. The staff stated that a manager would be contacting me the next day as a problem with their supply chain made it unlikely that they would be able to get a replacement scope. Its now February 2023, three months later and the manager has not contacted me, a replacement scope has not been sent, and I have not received a refund for my scope. The scope was purchased from Midway USA for $5299.97 in April of 2022. My shipping cost to send the scope in for warranty are $41.36 At this point the only solution that I would accept from Sellmark is a a full refund for a total of $5341.33

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 5th, 2022, I purchased a Sightmark Wraith Mini, **************************** scope from www.sightmark.com (Order #******). With the purchase, I received a three year standard warranty. After 7 months the scope failed. After describing the scope's issues via email with Sightmark, ***** I received return authorization (RA#******) with instructions to send the scope to Sellmark, **** *********************************************************, for warranty repair or replacement. Sellmark, ***** received the scope on 12/06/22 according to ****** Two weeks later, I had heard nothing from Sellmark, ***** so emailed them inquiring about the status of my return. I received a courteous email response from ************************* at Sellmark, ***** who said they had received my return. He said a sales order had been created and that he would look into it and see what else he could find. Since then, I've received no further response from ************************* or anyone else at Sellmark. To date, I've sent four emails (12/19/2022, 01/04/23, 01/10/23, 01/19/23), and each time, other than the first ************************* response, I only receive an automated response telling me my request was being reviewed and updated. I also phoned Sellmark, ***** twice, but both times, their phone answering machine directed me to send an email because it said their staff was unable to answer the phone at the time. It has been nearly 2 months since Sellmark, **** has received my warranty return, and at this point I can only assume their intention is to renege on their warranty obligations and promises. In my recent research of Sellmark, ******* feedback and complaints on a variety of websites, I've discovered that I'm not the only one that has been burdened with an unresponsive Sellmark, ***** regarding warranties and returns. I'd like my scope repaired or replaced under warranty, as agreed, and within a reasonable time period.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an ** (extra small) concealable armor vest from BulletSafe for $281.05, order number *****. Part of the reason I purchased the vest was their exchange policy: vests can be exchanged for alternative sizes as long as an authorization is obtained beforehand, the vest is in new condition, and the exchange happens within 30 days of purchase. Other part was their sizing chart: ** appeared to be the right size for me. Turns out the ** vest is too small, so I request a return authorization. I obtain the authorization, #******, and send the vest back to them.3 months pass. Multiple ZenDesk conversations. Several attempts to call them with no response. BulletSafe has, essentially, allowed me to send back the vest I purchased without a replacement, refund, or any pursuit of those two solutions. I would like to either see an S size vest sent to me, or a refund of the money I spent.

  Business response

  02/13/2023

  We looked into this matter and understand the size information may have been left off of the return documentation which is what caused the delay.  The replacement product has been entered into the system and should be sent to the customer within the next day or two.  We apologize to the customer for any inconvenience and appreciate the matter being brought to our attention.  

  Customer response

  02/17/2023

  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. I have been emailed an invoice of the replacement product being mailed to me. I am confident BBB was integral to a satisfactory resolution - so thank you for the help!
  
  Regards,
  *******************************.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Pulsar night vision scope caught on fire and returned twice. RA ******, RA 162148.11-17-22 Scope rec. by Sellmark 11-23-22 Scope checked in (?) with techs usually 10-day turnaround. (per Sellmark) 12-7-22 Scope "deemed NONREPAIRABLE, a replacement is going to be sent to you, awaiting shipment. expected before Christmas.......then before the first of the year. 12-8-22 I asked if I could rec a credit toward an upgrade, and purchase unit IN STOCK and pay any balance.12- (mid-month) I was told yes, and I will rec a $1899.97 credit. Upgrade I selected was a Thermion 2 XQ35 Pro. The balance would be $1400 plus tax, but it was on backorder. Told THEY would CALL me, help me place a sales order and would set one aside for me.12 (mid-month) till 1-19-23 No scope No call No more email response. I have inquired many times per email. I asked per email for this to be turned over to a supervisor and for a RESPONSE per email or phone. Noone will answer phone numbers provided regardless of what option you choose, nor return voice mails. Collectively ***** attempts. This is a WARRANTY claim that was not fixed the first time and had to be sent back a second time. I had gotten the scope back the first time marked "Repaired, Tested, and Returned" but had not used it as it sat in my closet. After a few months, I finally was able to buy the rifle I wanted to put it on. First day, NOTHING worked properly; it reeked of melted plastic and had a couple of parts that were clearly heat damaged and melted. It was again sent back only to find it was deemed NONREPAIRABLE !!! As for me, I find very poor customer service and a lot of excuses. Corporate growing pains are one thing, leaving a customer out to dry is another.

*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. ↩