ComplaintsforMSR Arms, LLC

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased an item then when I tried to cancel the item nobody answered the phone despite calling nearly a dozen times. Sent an email as well that went unanswered. When someone finally answered the phone after business hours, I was told that it was too late to cancel the order and that the business email system was having technical issues. The associate advised me to send another email when I received the item in order to obtain and RMA number as well as a prepaid label. Upon attempting to do just that, the business owner named **** disregarded that conversation and sad that it didn't matter since I agreed to the terms and conditions of the website upon placing the order. **** said that I would have to pay for return shipping myself despite the initial lack of communication and system technical issues.

  Business response

  04/30/2024

  On 02/08/2024 at approximately 10:40 AM, MSR Arms, LLC received an online order for our part#RS-SPKSTU5435-MLS. The total transaction amount was $595.50 and included free shipping. At the time of checkout, ************** was required to agree to MSR Arms,LLCs Terms of Service Policy, and Return Policy & Guarantee by selecting a mandatory option box. The transaction would not have been allowed to proceed without this step. Both these documents are available on msrarms.com for review.
  
  ************** contacted MSR Arms, LLC on 2 occasions via telephone for product questions pre-sale, and 1-time post-sale. All calls were satisfactorily answered and logged. On the final call, ************** was informed the product had shipped. Per the call notes,************** was unsure of his purchase and displaying buyers remorse. The customer service representative told ************** he could refuse the shipment if he changed his mind. He was additionally given the option to request a Return Authorization as an alternative. This call was not received after hours as ************** claims,it was during our regular business day.
  
  On 02/09/2024, at approximately 1:54 PM, ************** contacted MSR Arms via email to request a Product Return Authorization. The Return Authorization was granted, and an email was sent to ************** on 02/09/2024, at approximately 2:37 PM. This email is included for review. It provided instructions to return the product for a full refund.
  
  ************** exchanged emails with MSR Arms Customer Support and Sales and was unhappy with paying the return shipping for the product. As outlined in MSR Arms, LLCs Return Policy & Guarantee, Shipping costs for returned products are the responsibility of the buyer., with the only exclusion being defective merchandise.
  
  The item arrived at *************** shipping address on 02/11/2024 at approximately 11:45 AM and was signed for by RRIVAS.
  
  As detailed above,MSR Arms has a broad return policy and worked to answer this customers questions both pre-sale and post-sale. Following the sale, ************** filed a fraudulent chargeback with his credit card company. The reason for chargeback listed in the notification, Cancelled Services/ Merchandise. ************** cancelled this order after fulfillment and was advised of his options to return the item within the guidelines of our return policy. He was additionally given the option of refusing delivery service to have the item returned to MSR Arms, LLC free of charge. ************** credit card company adjudicated the claim and found it to be fraudulent.  
  
  MSR Arms, LLC has acted in good faith and fulfilled its end of the transaction.

  Customer response

  05/06/2024

   
  Complaint: 21552291
  
  I am rejecting this response because this company and its owner have denied any accountability and responsibility. One associate admitted that the company was having technical issues with their emails and said that the order could not be cancelled. Additionally I never received any sort of confirmation email or email receipt upon placing the order or even some sort of link to my order. There is a current review on TrustPilot.com from another purchaser stating something similar, the only difference is that this company went above and beyond for that customer. The business says that somebody signed for the package but nobody in my familys first initial starts with R since it was signed as RRIVAS it is evident that the delivery driver signed for the package himself and then went back to his vehicle. Most drivers do not wait around for signatures even though they are supposed to. Additionally when I mentioned that the product was missing identifying information customer service simply said that every manufacturer has a different process and uses proprietary parts. This company simply keeps referring back to their contradictory return policy and agreements and is saying they did their part.
  
  Sincerely,
  
  ***********************

  Business response

  06/09/2024

  We have provided our response to this customer directly and to the ********************** regarding this complaint. It has already been adjudicated by the **************' credit card company and found to be a fraudulent. We attempted to work with this customer prior to, and post sale to ensure his satisfaction. We have nothing further to add regarding this action and consider the case closed.

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